Loan Operations Dashboard
Creating the analytics platform for Merchants (Lenders) & Agent assisted
loan Journey via dashboard.
Role & Responsibilities
Research & analysis,
Design, Prototyping
Duration
Oct 2022 to Feb 2023
Team
2 Designers, 2 PMs,
3 from engineering team
Context & Analysis
Juspay has developed an integrated LMS platform (Loan Marketplace), supported by OCEN. This system simplifies and facilitates loan applications for customers. This framework seeks to expedite loan procurement for individuals or MSMEs with minimal efforts, enhancing speed and efficacy.
🍁 While the app side (B2C) does cater to the customers and help in the loan journey, the Product team further wanted to build an Ops dashboard in parallel, that could help
in tracking the data wrt loan disbursement, lender performances, etc & analyse at the gaps & build a roadmap for the SaaS dashboard.
MVP Goals
Based on the inputs gathered, these were the points identified.
To create an analytics platform for the Loan & Orders of the merchants, to gather metrics
and performance on the Loan Journey process.
How can the Ops team help in bridging the gap between the loan process & the consumer,
alongside building the trust? How can the loan process be more organised and tracked?
The Process
Creating a Structure - The dashboard is going to have division at Product Type level, with different user levels. A brief mapping was structured like this.
Fail Fast approach - Using the vast existing Design Component library helped us in getting the dashboard structure in place quickly, to dive more on the roadmap of the product.
Test & Reiterate - An MVP was built with the analytics data provided from the team. Phase 1 ( create analytics board ) → Start dev → Start with 2nd problem → Release → Reiterate → Address the diff usecases.
Design x Solution
Juspay Control View
Merchant View
Each Merchant's data view / perf table
for gaining insights
This includes user level controls & other management flows
Display loan data of each consumer
( order details, drop offs, KYC info, etc)
Include Agent's View - For leads tracking &
Agent Assistance
Consider that there is a merchant named XYZ, that provides services ranging from Salon to cleaning services.
If the merchant XYZ wants to provide loan offerings to their employees ( i.e the service providers ), our dashboard would play a key role in it.
The dashboard will help in
1. Analysing the loan metrics and see how many orders are getting converted.
2. Agent led loan journey, which can help the service providers to get loan in a trusted
manner & streamlined process.
3. User level controls for lead assignment
Feature 1 - The metrics on the Dashboard, as viewed by a merchant
Order Funnel - Merchant can view drop offs, Card abandonments, avg time taken to complete loan process.
Admin Table - Provides the order summary of each Loan Applicant
Feature 2 - Onboarding Agents on Dashboard to help with the Loan Process
- Check the Order status based on the probable conversion for the leads.
- Select Loan Offers by scheduling call with the leads & helping them setup the loan process.
Other Usecases - User Controls for Admins or Agents
For more details, reach out on sumanaprasad13@gmail.com