+47%onboarding completion
-35%field staff assistance needed
+22%on-time repayments via app
About the client
A microfinance app for rural borrowers, based in Patna, Bihar, operating in the bfsi, nbfcs & fintech sector.
The problem
Many borrowers abandoned the app during onboarding, and field staff spent time helping customers complete steps.
What we did
- Field interviews with borrowers in villages
- Journey mapping of onboarding and repayment
- Hindi-first interface with voice prompts
- Fewer steps and clearer feedback
- Usability tests with prototypes
Outcome
- +47% onboarding completion
- -35% field staff assistance needed
- +22% on-time repayments via app
Services involved
UX Design & Research · UI/UX & Branding
Client identity withheld. This anonymised case study is an illustrative example of our approach; figures are indicative and results vary by business, market and budget.
