Case study20253 min read

Onboarding a borrower in five steps, with every disclosure in plain sight

Applicants were leaving at identity checks and disclosures, and nobody could say which step lost them. We made the Key Fact Statement a step of its own, rebuilt video KYC around clear instructions, and measured every step.

Client
A digital lending platform
Sector
Financial services
Duration
4–6 months
Year
2025
Disciplines
A woman typing on her smartphone outdoors, a paved square behind her.
Most applications start on a phone, between other things.Photo: Artem Beliaikin on Unsplash

The engagement in figures

steps from application to e-sign
5
Key Fact Statement step, readable on a phone
1
phases, from blueprint to staged release
4
disciplines in one team
3

Chapter 01 / 04

The challenge.

The briefGet more applicants through KYC without hiding a single disclosure.

Applicants left at the steps that mattered most: the identity checks and the disclosures. The Key Fact Statement, the loan’s cost in a standard format, was a document to download. Consent was a wall of checkboxes. Video KYC failed without saying why, and offered no way back.

Nobody could say which step lost people, because the journey was measured only at the start and the end.

Shortening the disclosures was never an option. Every figure a borrower is owed had to stay on the screen.

A young woman in glasses and a knitted wrap reading her phone against a white wall.
The disclosures were a download. On a phone, that meant they were never read.Photo: Giulia Bertelli on Unsplash

Chapter 02 / 04

Our approach.

Two people arranging yellow sticky notes on a glass wall.
The journey and service blueprint, mapped with compliance and operations in the room.Photo: airfocus on Unsplash

We designed the disclosures into the journey instead of around it. The Key Fact Statement became a step of its own, readable on a phone, with the figures a borrower needs shown before consent: the amount, the annual percentage rate, the fees and the cooling-off period.

Consent was split by purpose, each choice in plain language, so agreeing to the loan never meant agreeing to marketing. Video KYC was rebuilt around clear instructions, a check before the call starts, and a way back from a failed attempt.

Every step was instrumented from the first build, so the drop-off at each one is measured rather than argued about.

The process

How the engagement ran, step by step. Phases overlap where the work allowed it.

  1. 01Weeks 1–4

    Blueprint

    The journey and service blueprint, with compliance and operations.

  2. 02Weeks 3–10

    Design

    App and web screens, disclosure content patterns and usability tests.

  3. 03Weeks 8–20

    Build

    Secure web and app build, with analytics on every step.

  4. 04Months 5–6

    Release

    A staged release, compared step by step with the old flow.

Chapter 03 / 04

What we built.

Hands holding a smartphone, filling in a form on screen.
One idea per screen, with the figures before the words.Photo: freestocks on Unsplash

The new journey has five steps: about you, identity, the Key Fact Statement, consent and agreement, and e-sign. The same steps and the same disclosures run on the web and in the app.

The Key Fact Statement step leads with figures, uses the legal terms with plain-language labels beside them, and can be saved before anything is signed. Consent and the loan agreement come after it, never before.

Each step reports its own completion and drop-off, and operations can see where applicants pause, retry or leave, step by step.

The system, as people see it

An illustrative drawing of the screen the work made: where the agent does its part, and where a person decides.

  • Done
  • Open now
  • Next

An illustrative screen, “Your loan application”: About you (done); Identity (done): Video KYC, with a check before the call starts.; Key Fact Statement (open now): The amount, the annual percentage rate, the fees and the cooling-off period, before anything is signed. Save it, then continue.; Consent and agreement (next): One choice per purpose.; E-sign (next).

Illustrative. The Key Fact Statement is a step of its own, readable on a phone, before any consent is asked for.

What we delivered

  1. Journey and service blueprint
  2. App and web screens
  3. Disclosure content patterns
  4. Step-level analytics

Platforms we used

  • Figma
  • React Native
  • TypeScript

Technologies we work with. Naming one never implies a partnership.

Frameworks we built to

  • WCAG 2.2 AA — Web Content Accessibility Guidelines
  • DPDP Act 2023 — Digital Personal Data Protection Act, 2023
  • OWASP ASVS — Application Security Verification Standard

Standards the work was designed to meet, not certifications.

The story, continued

Disclosures that got easier to read, not shorter

Nothing was removed from what a borrower is told. The work was in the order and the form: figures before words, one idea per screen, and the legal term kept beside its plain-language label so nobody has to choose between accuracy and clarity.

  • Figures first: amount, APR, fees and the cooling-off period, then the explanation.
  • One idea per screen, with a progress bar that names the step.
  • Plain-language labels with the legal term beside them.
  • A summary the borrower can save before signing.
  • Consent split by purpose; the loan never depends on marketing consent.

In pictures · 4

Chapter 04 / 04

Results.

Measured by

Figures are published here once the client approves them.

  1. Onboarding completion
  2. Drop-off at each step
  3. Time to approved account

What it is built to change

The journey is built so that applicants meet the Key Fact Statement as a step they can read on a phone, with consent and KYC inside the same journey, and so that every step reports its own completion and drop-off.

Completion figures belong to the client and are published only with their approval.

Where this lives

Let’s build what happens next.

Tell us what you’re building. We’ll answer straight.

Book a discovery call

Three ways to start

  1. 01About 2 minutes

    A quick question

    You get A reply from a lead, not a sales queue

  2. 02About 8 minutesMost useful

    A project brief

    You get Options and a first scope after one call

  3. 03About 15 minutes

    A formal RFQ or RFP

    You get Receipt confirmed and a named bid lead

Every engagement starts with a written scope and a quote agreed before work begins. How each package is priced

See the work Explore our services Industries we serve Meet the team Email us Read our approach