YES Bank personal loan application journey
1. Objective
Redesigning Yes Bank's online personal loan application journey for new and existing customers.
2. Problem statement
Current website is not intuitive and needs optimization to make the customer experience on par with best industry standards.
Desktop layout
Mobile Layout
3. Existing website experience
The existing look and feel of the personal loan application journey looked old. The design was not appealing and needed to be refreshed according to current UI trends. The Overall experience of the application journey needed changes too.
Existing user flow analysis
The existing user flow had multiple issues. It required users to input OTP 3️⃣ times to complete the loan application.
PAN number was input required 2️⃣ times and asked for documents which the user has already provided. Overall, it was apparent that the existing flow could be optimized to deliver a much better experience for users.
It had to many redundant text fields which were adding to the cognitive load of the users.🥴
4. Competitor analysis
Axis bank website
IDFC bank website
LXME App
5. Optimized personal loan application - happy flow
6. Final loan application screens
The final loan application journey was achieved after multiple internal reviews with Screenroot's design team and feedback from YES bank's internal team.
Mobile number verification
Mobile number verification, allowing YES bank to determine if user is an existing or new customer. Existing YES bank customers data are auto filled, reducing the amount of information needed for loan application, resulting in a faster process.
User enters OTP and clicks continue to proceed. ➡️
⬅️OTP successfully verified state.
Step 1 - KYC details
➡️
New users are requested to provide their KYC documents to start the application process
For new users
For existing users.
⬅️
Existing users select an account to proceed with their application.
Step 2 - Basic details
➡️
Kyc details of users are presented in a card format along with other data important for proceeding with the loan applicaiton.
➡️
Use Case: Users need flexibility to provide new adddresses. If users want to add a new communication address, they can select 🔘 No and update their communication address by selecting other addresses detected during KYC process.
➡️
Edge case: If users current address is not detected in KYC process, they can opt to 🔘 add a new address.
➡️
Basic details section also captures the professional details of the user. Professional details are analyzed to provide the best loan offer to user.
Use case: If a user identifies himself as a self-employed individual, then they are redirected to the business loan application journey. ⬇️
Step 3 - Document upload
➡️
Users are prompted to upload documents to verify the information provided in the application.
Step 4 - Loan offer
➡️
A loan offer is generated based on the information provided.
➡️
Users can customize the loan amount and tenure as per their requirements.
➡️
Edge Case - If a user is needs a higher loan amount, they have an option to request for a higher loan offer.
➡️
📞Call back requested pop-up nudges users to complete their loan application while a higher offer is generated. Users can also choose to drop loan application.
Application review and submit
➡️
This section allows users to review the information they have provided in the previous 4️⃣ steps
⬅️
Users can use the edit feature if they find errors in the filled application or if they want to make changes by clicking on the edit CTA.
⬅️
Sections in the application are collapsible and expandable by clicking on the - or + icons.
⬅️
Users need to click on declaration check box ✅ to activate Submit CTA
Final Success screen
➡️
The final success screen provides users an application number which can be used to track their application.🔍
➡️
The success screen also provides users information about the 📍nearest branch, which is processing their loan application, which would allow them to 📞reach out, in case they have any further queries or requests.
⬅️
Since it is not an instant loan application the what's next section informs users when they can expect the loan to be approved and disbursed.💰
Track application
➡️
To complete the flow, users are redirected to the start page where they can start tracking their loan application.
Thanks for Watching 🙃