How we helped a legacy lender deliver home loans using an app

Story of how we designed an experience that works for users from T3 towns in India

Sriram, Veterans in the home loan industry wanted to shift from agent-led to self-service for home loan applications

Many of the users were first-time loan applicants and knew nothing about it.

Our challenge was clear, How do we help users from T-2 & T-3 towns navigate the complexity of taking a home loan, without an agent?

We conducted primary research, with people and salespersons to understand and anticipate the problems at each phase of the journey.

When we designed any flows, we tested them with users to see how they receive them.

This helped us design flows and screens in ways we wouldn't have otherwise.

And we only just begun

The app is now rolling out into 7 regional languages and is poised to make a dent in the lending sector.