Micro-lender onboarding

The situation

A micro-lender had a working product and a real customer base. The experience around it was a mess, though. Borrowers dropped out partway through applications. Support queues stayed long. Staff couldn't see where a loan sat in the credit pipeline until someone went looking for it.

What we did

We redesigned both sides of the same journey at once. Borrowers got fewer steps, and documents got requested earlier instead of at the end. They could also save an application and pick it back up instead of starting from scratch. Staff got a rebuilt credit-stage view: open it and you can see where an application is stuck and what's needed to move it forward.

Measured outcomes