Easing the Lending Journey
PROJECT:
FOCUS:
ROLE:
YEAR:
THE CONTEXT
Borrowing is more than getting approved.
A lending experience involves several connected steps. Users need to understand their options, provide personal and financial information, complete verification and make sense of the terms before accepting a loan.
But the experience doesn't end when the money reaches their bank account. Repayments, transaction records, missed instalments and loan closure become part of the same journey.
This is to make the entire experience easier to follow and exploring how agentic AI could reduce the work involved.
THE DESIGN CHALLENGE
How to make a multi-step lending journey easier to navigate?
The product experience spans multiple types of information and states. Users move between forms, document uploads, loan calculations, verification updates and repayment records.
This creates several design considerations:
How might we reduce the amount of work users have to do without taking important decisions away from them?
MAPPING THE JOURNEY
One journey. Multiple decisions.
To understand the breadth of the experience, the product can be organised into six connected stages. The value of mapping the journey is that it makes dependencies and transitions visible. Application, verification and repayment may be different experiences, but each contributes to the user's overall understanding of their loan.
Discover
Start with what the user actually needs.
I need ₹2 lakh
For my business
I'd like to repay over 4 years
Today, users are presented with different loan offers and repayment options. Instead of making the user compare everything themselves: Tell DailyPe what you're looking for. The agent doesn't choose the loan. It helps the user understand the choices.
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Apply
Turn a long application into a conversation.
I have your basic details.
I still need one document from you.
I've prepared everything for submission.
The agent can:
Reuse information already provided, Identify missing information, Ask contextual questions, Prefill fields, Show the user what it has understood.
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Loan Configuration
Make the financial commitment understandable.
₹2,00,000 loan for 4 years
₹13,244 monthly installment
at 15% interest
The agent could explain:
What the repayment amount means, how tenure changes repayment, what the interest rate means and what the user will receive after applicable charges.
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NAVIGATION
Simplifying the Borrowing Experience.
To understand the breadth of the experience, the product can be organised into six connected stages. The value of mapping the journey is that it makes dependencies and transitions visible. Application, verification and repayment may be different experiences, but each contributes to the user's overall understanding of their loan.
THE OPPORTUNITY
Introducing an agentic layer
A future-state concept exploring how an AI agent could help users navigate the lending journey. Instead of simply answering questions, the agent can:
Automate the work.
Keep the decision with the user.
Understand what the user needs
Prepare information and documents
Monitor application progress
Surface only what needs attention
Ask before consequential actions
THE SYSTEM
One product. Many flows. One intelligent layer.
Keeping the user informed when something changes and not making them keep checking their application is where “agentic” becomes meaningful.
Don't make users keep checking their application.
The agent monitors the application in the background.
Turn repayment into something the user doesn't have to remember.
DailyPe agent proactively monitors upcoming payments.
The agent detects the situation and brings the relevant options forward.
From notification to resolution.
The agent explains.
The user decides.
Help before the problem gets bigger.
The future of lending isn't about adding more automation. It's about deciding what should be automated, what should be explained, and what should always remain in the user's hands.