Carbon empowers individuals with access to credit, simple payment solutions, high-yield investment opportunities and easy-to-use tools for personal financial management. A large percent of all transactions done by customers goes through the mobile apps and this makes the apps the major cash cow of the company.

After consolidating the list of problems exposed by our data reporting tool (firebase, hotjar), and recurring complaints from the customer care team, there was a list of problems that needed to be solved.

I interviewed a couple of customers (different tiers) and i quickly noticed a couple of things:

A high percentage of users drop off during registration. From a Firebase report, it was clear that the drop-off point with the highest percentage is during the sign-up process. The dominant factor was the length of the form.

Loan breakdown is quite complex and mostly confuses users. The customer success team gets a lot of complaints about the loan breakdown complexity and confusion over repayment terms. Users struggled with understanding the relationship between interest rates and payback amounts. , they also had no way of knowing the loan amounts they were eligible for which resulted in a lot of declined loan requests.

Aside from loans other products were performing below expectations. The business wants to encourage users to frequently use its array of products and also make sure they are aware of most of what the company offers.

A proper transaction history. The transaction history was limited – no proper categorization, filter, or sorting.