Instant FD for Existing users

Problem Statement: It was observed that the existing FD users were dropping off from the existing journey when they tried to book a new deposit as there were 7 steps in the journey. this was a challenge as users had to fill all their details each time they wanted to book a new FD.

Solution:

1. Extracted the number of drop offs at each stage to identify the maximum number of drop-offs on a particular stage

2. It was observed that as soon as users were shown the personal details form that had more than 10 fields, users were dropping off

3. I worked with product team to understand which fields are mandatory and which fields are present for additional details that help us serve the user better.

4. After making the list of mandatory fields, I understood the user details that are fetched and stored in the database when booking an FD

5. The functionality was then developed to auto-fetch the details nd show it to the user when booking a new FD

6. Created a cutomer journey map to understand what are the essential details that we need to capture from the user and how to be shown on the page

7. Once this was approved by the product team a prototype was developed where the user was shown all the previously fetched details along with an option to edit. This was less overwhelming for the user and they could view all details related to their investment in a single page.

8. This prototype was tested with real users to understand their behaviour.

9. Based on the results a few design changes were made and the new journey was depolyed to reduce the 7 step journey to a 2 step journey for the users.