From Paper to Digital
Transforming the Auto Loan Journey
This project reimagined the auto loan journey for a major bank , moving from paper-based, fragmented steps to a connected digital experience. By digitizing document checks, automating approvals, and adding real-time updates, we created a process that’s faster, clearer, and customer-friendly. The goal: a seamless flow where every stakeholder, from bank to dealer, stays aligned, and customers stay confident.
Redesign the auto loan journey into a fully digital, transparent process, eliminating offline steps and confusion.
Disconnected
Stakeholders
No single view of the journey, no unified process across stakeholders
Offline
Documentation
Memory, prompts, handoff, explainability, customers had to provide physical documents
Lack of
Transparency
Customers left waiting days for eligibility checks, eligibility checks took days without updates
Post-Loan
Engagement
No visibility after disbursement, no engagement after approval
Service blueprint
Unified service blueprint
Impact:
Shared visibility & faster decisions
no Paperwork
Added OCR + API uploads
Impact:
60% errors, fewer branch visits
Tracking feature
Built real-time tracking & alerts feature
Impact:
less errors, fewer branch and fewer support calls
Designed a dashboard
Added loan dashboard in app
Impact:
Higher retention, new cross-sell flow
