Bigbank - Loan flow

Bigbank faced challenges in simplifying its complex loan application process. The outdated system had a vary basic design, lacking focus on the users and unification across the board. This resulted in long approval times and high dropoff rates, creating frustration for applicants and inefficiencies for the bank’s staff.

After extensive research, both with clients and with our own country managers, we developed a seamless, user-friendly loan application that simplified key stages of the process. The new application brought a refreshed design unified across all countries, featuring shorter forms, clearer steps, and in the end we saw an increase on our NPS score.

Faster process: Loan answer time was reduced due to a shorter application and optimized back-end. Improved Customer Satisfaction: Our NPS score increased, having received positive feedback even from negative application decisions. Operational Efficiency: Reduced manual tasks for customer support.