Additional References - a feature to get more numbers from the customers to be able to call them after getting consent if they default
Project Overview:
We are restricted to call only the numbers shared by the customer i.e. registered number, alternate number / WhatsApp number and numbers of references shared by the customers during the credit check process who have given us consent. Since we have a limited set of such numbers, we need to get more numbers from the customers such that we can have more touch points.
Client
mPokket - Product
Year
2021
Category
New Product
Operations
Type of Work
UI/UX Design
Product Design owning
Usability testing
My Role
As an UI/UX Manager, I have headed the user research and competitive analysis, wireframes and scope. Am responsible to validate the scalability of the UI, use-cases in a 4-week sprint.
Objective:
We are already able to call on registered and alternate numbers. We need to get more numbers from the customers to be able to call them after getting consent if they default.
Design Process:
5-Stage Design thinking model has been used. The stages of this Design Thinking process are as follows:
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Empathize
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Define
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Ideate
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Prototype
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Test
Design Toolkit:
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Adobe Illustrator
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Adobe XD
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Useberry
Benefits:
We are planning to introduce a check for references for our users.(students, salaried & self employed). Currently in our credit check we ask users to submit the reference of either of the parents & one additional reference. The idea is to verify the number of these references and we can get a consent that we may call them wrto the loan of the concerned borrower on our platform. This can help in both underwriting and collection
Approach:
Get more numbers from the customers to be able to get consent-
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We will allow the customers to share contact details during the credit check and approve credit check after CC verification to allow the customer to take upto Rs.1,000 / Rs. 2,000 / Rs.1,000 for Student, Salaried in Bank, Salaried in Cash respectively
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Next once the eligible credit limit for the customer exceeds the previous milestone, we need to ask for X more references for the limit to reach the next milestone
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We will show Banner (in addition to other communications) for letting the customers know that they are now eligible for a higher limit if they share Z more references once they are eligible for a limit higher than the current milestone
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Rules and validations in case of select from contacts during credit check should apply while sharing additional references as well i.e
- In addition, we’ll block customers from submitting reference contacts are already registered and verified using OTP by mPokket customers (not historic but only current ones) (check registered and alternate numbers)
Error Message: We cannot accept <First name of the reference> as a reference due to our internal policy. Please share another reference.
- Also, one contact can be a reference of max Y customers (Y=2). If a customer tries to share a reference who is already a reference for more than Y customers, we should not allow the input.
Error message: Looks like <First name of the reference> is already a reference for many other customers of ours. Please provide any other reference.
Each number provided by the customer has to be unique be it Father’s number / Mother’s number / Spouse / Additional reference number and also the additional contacts added
Error message: You have already submitted this as your <relationship>’s number
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Once the user submits the required number of references, we should increase the credit limit of the user and show a congratulations pop up. Note, we need not do manual verification of the numbers for a limit increase.
