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Reduce cognitive load at every step
Ask only for information required at the current stage. Group related fields, explain document requirements in plain language and show visible progress so customers are not surprised by the remaining work.
Keep assisted journeys available
Self-service should not remove human support. Field agents, branch teams and contact-centre staff need the same application view so they can continue a customer journey without duplicate entry.
Make important terms visible
Customers should be able to understand the lender, amount, annualised cost, tenure, repayment obligation and key conditions before confirming. Clear information builds trust and reduces avoidable service queries.
Reserve Bank of India — Annual Report 2024–25 and Digital Lending Directions, 2025
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