Illustrative engagement. A representative scenario showing how we approach this kind of work in financial services. It does not describe a specific client; outcomes are described qualitatively.
Industry overview
What is shaping financial services
Banks, NBFCs, fintechs and wealth firms compete on trust, convenience and fair pricing, while reaching new customers in smaller towns and online.
- Digital channels now lead customer acquisition
- Financial inclusion opens new segments
- Trust and complaint handling drive loyalty
Client background
A non-banking finance company, working in India. This is an illustrative engagement: a representative scenario showing how we approach this kind of work, not a named client project.
- Organisation
- A non-banking finance company
- Sector
- Financial services
- Team engaged
- IT & Development
- Services
- Mobile app development, API development & integration, Cybersecurity services
Client challenge
Customers called branches for statements and payment queries.
Research objectives
- Deliver on the brief: a loan servicing app for an NBFC.
- Define requirements and success criteria the solution would be tested against.
- Deliver a reliable, secure solution the team can run and extend.
Target audience
Scope: Customer app.
Audiences we typically reach in financial services
Retail customersSmall business ownersNew-to-credit customersBranch and agent staffWealth clients
Geographic coverage
Coverage: India. Market: India.
- India
Research methodology
An iterative delivery approach: discovery, design, build and test in short cycles, with the client reviewing each step.
- 1Brief
- 2Customer app
- 3Payment integration
- 4Insight
We built a secure app for statements, EMI payments and support requests, integrated with the loan system and payment gateways.
Mobile app developmentAPI development & integrationCybersecurity services
Sampling strategy
- Users and stakeholders from every affected team took part in discovery workshops and acceptance testing.
Data collection
- Requirements were gathered through workshops, process walk-throughs and a review of existing systems and data.
Data quality & validation
- Peer code review on every change
- Automated and manual testing
- User-acceptance testing with the client
- Release checklist and rollback plan
Data analysis
- Usage and performance monitoring after launch
- Defect and support-ticket trends
- Process time before and after
Key findings
- Self-service reduces calls and missed payments.
Recommendations
- Build on the core insight: self-service reduces calls and missed payments.
- Track adoption and support tickets, and plan the next release from real usage.
Business impact
- Routine calls to branches fell, and more EMIs were paid on time.
Impact is described qualitatively.
Deliverables & next steps
- Deployed solution with documentation and handover
- Support and maintenance plan
- Repeat the measure after changes are in place to track progress.
- A natural follow-on question: how strong is the brand?