Case study20253 min read

Loan onboarding in five steps, with every disclosure in plain sight

Loan applicants dropped out at identity checks and disclosures, and nobody knew which step lost them. We gave the Key Fact Statement its own step, rebuilt video KYC around clear instructions and measured each step.

Client
A digital lending platform
Industry
Financial services
Duration
4–6 months
Year
2025
Areas
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 project 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 goalGet 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. The Key Fact Statement became its own step, readable on a phone. It shows the figures a borrower needs 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 had analytics from the first build, so drop-off is measured at each one.

The process

How the project ran, step by step. Some phases ran at the same time.

  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, then e-sign. The same steps and disclosures run on the web and in the app.

The Key Fact Statement step leads with figures and puts plain-language labels beside the legal terms. Applicants can save it before signing anything. Consent and the loan agreement always come after it.

Operations can see completion and drop-off for each step, and where applicants pause, retry or leave.

What people see on screen

A drawing of the screen we built. It shows what happens at each step.

  • 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 five-step application, with the Key Fact Statement shown before consent.

What we made

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

Tools we used

  • Figma
  • React Native
  • TypeScript

Tools we work with. Naming one does not mean we are partners.

Standards 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 made easier to read, with nothing removed

The work was in the order and the form of each screen, 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

We publish figures 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 applicants meet the Key Fact Statement as its own step, readable on a phone, between KYC and consent. Every step reports its own completion and drop-off.

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

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