STAGE 1: DISCOVERY
User: Customer has a financial need Goal: Explore suitable loan packages
STAGE 2: APPLICATION
User: Customer has chosen a loan product Goal: Complete the loan application quickly
STAGE 3: PENDING
User: Customer has submitted the application Goal: Know the status and waiting time
STAGE 4: DISBURSEMENT
User: Application has been approved Goal: Receive the loan funds quickly
• Open the app and go to the Loans section
• Browse the list of loan products
• Compare interest rates and terms
• Use the loan calculator tool
• Enter the desired loan amount
• Choose a repayment term
• Fill in personal information
• Upload ID card
• Take a verification selfie
• Check the application status
• Check notifications
• Submit additional documents if needed
• Contact the hotline for updates
• Receive the approval notification
• View loan details
• Sign the electronic contract
• Choose the account to receive funds
• Confirm disbursement
• Promotional banner on Home
• Loans/Credit menu
• Loan calculator widget
• Amount input screen
• Multi-step form wizard
• eKYC camera interface
• Document upload UI
• Application status screen
• Push notification
• SMS updates
• In-app chat support
• Approval notification
• Loan summary screen
• e-Contract signing flow
• Success confirmation
• Interest rate information is unclear
• Unsure whether they qualify
• Too many product types causing confusion
• Form has too many steps
• eKYC camera is hard to use
• Unsure what to prepare beforehand
• Loss of data when the app crashes
• Unsure which step the application is at
• Waiting time is unclear
• Hard to reach support when needed
• Contract is too long and hard to read
• Disbursement is slow
• Repayment schedule is unclear
• Pre-qualification: Let users check preliminary eligibility before applying
• Transparent pricing: Clearly display the effective rate (APR) and total amount payable
• Personalization: Recommend products based on the user's profile and behavior
• Progressive disclosure: Break the form into reasonable steps
• Save progress: Auto-save so users can continue later
• Clear instructions: Clear guidance for each step, especially eKYC
• Real-time tracking: Display a detailed timeline of the approval steps
• Proactive communication: Push notifications for every status change
• Estimated time: Indicate the expected completion time
• Contract summary: Summarize the key points of the contract
• Instant disbursement: Disburse immediately to an internal wallet/account
• Clear repayment schedule: Display a detailed repayment schedule right after disbursement