Financial services20254–6 months
Client: A digital lending platform
One of the project’s screens, in a phone frame. It is shown again with its caption under “On screen”.
At a glance
Onboarding and video-KYC journey
Disclosure content and product voice
Secure web and app build
From brief to result
The brief in full, our approach, what we built and what it set out to change.
Applicants dropped out at the steps that mattered most: identity checks and disclosures. The Key Fact Statement was a download, consent was a wall of checkboxes, and nobody knew which step lost people.
The brief: get more applicants through KYC without hiding a single disclosure.
We built the disclosures into the journey itself. The Key Fact Statement became its own step, readable on a phone, with the figures a borrower needs shown before consent. Video KYC was rebuilt around clear instructions and a way back from a failed attempt.
Every step is tracked, so drop-off is measured at each one.
The journey and service blueprint, drawn up with compliance and operations.
App and web screens, disclosure content patterns and usability tests.
Secure web and app build with analytics on every step.
A staged release, compared step by step with the old flow.
A mobile onboarding flow where the Key Fact Statement, consent and KYC steps are designed as part of the journey, measured step by step.
The journey is designed so applicants read the Key Fact Statement on their phone, with consent and KYC in the same flow. Each step reports its own completion and drop-off.
Completion figures belong to the client and are published only with their approval.
Picture story
These pictures are illustrative: licensed stock photography and code-built mock-ups that show the setting, not the client’s own work. Credits are at the foot of the page.
On screen
Illustrative, code-built screens of the kind the programme produced, not the client’s own. Open any of them full screen.
Before and after
An illustrative, code-built before and after of the kind of change the work made, not the client’s own screens. Drag across the picture to compare.
Before · one long form
After · five steps
Brand kit
The colours with their roles, share of use and contrast, and the typefaces with their jobs. Press a colour to copy its code.
Text
Backgrounds
Buttons and links
Disclosure panels
Completed steps
A neutral grotesque
Your loan, in plain figures.
A monospace with tabular figures
₹ 1,234.56 · 12.50% · 0123456789
Specimens are set in this site’s own typefaces as stand-ins; each card names the project’s family.
Outcomes
What each measure is compared with, when it is read and who reports it, with results once the client approves them.
Onboarding completion
Drop-off at each step
Time to approved account
Figures pending client approval
We publish results only with the client’s written approval. Until then, the programme is judged on the plan beside this, which we can walk you through under NDA.
Credits
People are named only with their agreement.
Licensed stock photography and code-built mock-ups chosen to show the setting, not the client’s own work.
Keep going
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01About 2 minutes
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Every engagement starts with a written scope and a quote agreed before work begins. How each package is priced
