Can language increase explainability?
Insight 1
Sharing reasons of rejection enhances transparency and trust
Users begin to understand the value of credit score and how it effects their loan eligibility
90%
of the users were unhappy with the rejection but valued the reasons offered
80%
of the users wanted to know why their loan application was rejected
20%
of the users felt unhappy about the waiting period of 3 days before hearing about status of their application
Wo to hamein pahle hi laga tha ki hamari income itni kam hai to itna loan kaise mil jayega wo bhi 60 mahine ke liye
Varsha
Nurse, Varanasi, India
Akash
Fruit seller
Varanasi, India
Rajni
Nurse
Varanasi, India
Suman
Nurse
Varanasi, India
Preeti
Nurse
Varanasi, India
Insight 2
Users like being given alternate lending options and ways to improve eligibility
Shock of rejection is reduced when an alternate solution is available upfront
80%
of the users opted for a lower loan amount offered
60%
users found value in tips offered to improve eligibility
90%
users understood correlation between credit scores and loan amount offered
Loan namanzoor ho gaya to doosra de rahe hai ki nirash na ho
Suman
Nurse, Varanasi, India
Varsha
Nurse
Varanasi, India
Preeti
Nurse
Varanasi, India
Akash
Fruit seller
Varanasi, India
Preeti
Nurse
Varanasi, India
Insight 3
Control over data despite rejection is a strong motivation for continued trust on the app
Users felt safer when the app offered them their right to privacy
80%
of the users felt safer to delete their data after loan rejection
60%
of the users gave the app a 10/10 because of the data deletion feature
40%
of the users said they would not want sensitive data to fall on wrong hands
Ye bahut acha option diya hai data delete ka, ki koi misuse na kare
Rajni
Nurse, Varanasi, India
Suman
Nurse
Varanasi, India
Preeti
Nurse
Varanasi, India
Varsha
Nurse
Varanasi, India
