Loan Status & EMI Journey
Loan status, EMI details, pre-closure quotes and repayment — financial workflows where clarity and security come before delight.
Client
Financial Services Client (confidential)
Role
UX/UI Designer — secure verification, financial data display, pre-closure and payment flows.
Platform
Mobile · Voice + Visual UI
Confidentiality: Client identity and customer data are confidential. Patterns shown are sanitised.
01Overview
Loan self-service across voice and visual: checking loan status, reviewing EMI schedules, getting a pre-closure quote and completing repayment — financial workflows where clarity and security come first.
02Context
Customers called constantly to check loan status, EMI dates and pre-closure options. These are simple questions with personalised answers — exactly the kind of work self-service should absorb, provided the data is presented with the seriousness money deserves.
03User Journey
Loan journey
04UX Decisions
01Verify before you show
No loan data renders before OTP verification — the security moment is explicit and it is the first screen.
02Amounts with context
Every figure carries its label and period ('Next EMI — 12 Aug — ₹4,250') so numbers are never naked.
03Pre-closure is a decision, not a click
The quote shows the amount, the savings and the closing date together — with a confirm screen before anything moves.
04Confirm before commit
Payment review restates the amount, the loan and the due date before charging.
05Receipts that survive
Completion yields a reference number and a post-call confirmation — the user can prove what happened.
05Interaction Design
States, transitions and behaviour — not just the happy path.
OTP flow
Countdown, resend with limits, masked input and lockout visibility.
Quote calculation
Explicit 'calculating your quote…' state — quotes are computed, not instant.
Payment states
Pending, success and failure handling with the money-state-first copy from the UPI work.
Session lockout
Repeated OTP failures end the session with a human path, never an angry wall.
06Edge Cases
Good UX is what happens when things go wrong. Each case: the problem, the user-facing message and the recovery action.
Loan not found
Edge caseThe identity has no matching loan.
“We couldn't find a loan matching these details.”
Recovery: Verify alternative details or hand off with context.
OTP failure limit
Edge caseVerification attempts exhausted.
“Verification locked for now.”
Recovery: Handoff to an agent — the user never re-enters details.
Pre-closure ineligible
Edge caseThe loan cannot be pre-closed at this stage.
“This loan isn't eligible for pre-closure yet.”
Recovery: Explain the condition and show the next eligible date.
Partial payment
Edge caseThe user wants to pay less than the full amount.
“You can pay any amount above ₹X.”
Recovery: Accept partial payment with updated EMI schedule shown after.
Session expiry
Edge caseThe flow times out between steps.
“Your session ended. Your loan data was not changed.”
Recovery: Resume with one verification, never from scratch.
07Final Experience
Secure access
Secure access
OTP verification is the first screen — no data before trust.
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Loan summary
Loan summary
Status and figures in labelled cards — numbers never appear naked.
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Pre-closure quote
Pre-closure quote
Amount, savings and closing date together — a decision, not a click.
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Repayment confirmation
Repayment confirmation
Reference number and post-call receipt that survive.
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08Learnings
- Financial UX is conservative by design: every number needs context, every action needs confirmation.
- Security and friction are different things — OTP verification can feel like care, not hassle.
- Receipts are UX: users need to prove what happened after the call ends.
Next case study
Designing Visual IVR Experiences
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