How did I reduce the drop-off rate from 95% to 30% in E-Nach Mandate?

• Problem Statement:
• The data reports are suggesting that there is a high failure rate of 95% in the bank mandate process.

• Process Flow:

• After a brief interaction with the team, the data points on which we rely and can frame hypotheses upon.

- Trust issue | Callback issue from digio | Changes in design| Technical issue ( to be described in brief)

User Feedback:

• Hypotheses:

Why do Users have a low confidence rate while filling out the Bank mandate?

a) Bank mandate process is in the Onboarding journey and users are given the credit limit after the verification of the documents i.e., after the onboarding journey. So the users are a bit hesitant as they are not sure whether there will be eligible for the credit limit.

b) In the bank mandate process, there are redirected to an external website called digio for an e-mandate verification process, which makes them feel insecure to fill out their confidential bank details.

c) Even users are complaining about multiple requests in the debit card mandate process (technical glitch) and debit card, not active status

d) In the Aadhaar based mandate process, there is a technical glitch in which the user screen is being shown successful and from the back end, the process is shown rejected.

• The above points are framed upon the feedback from the FOS team, as they guide the users throughout the journey.

Potential Solution:

W.r.t a)

• As the customers are always right and it’s a logical thing, there is a high need to give an optional thing in the onboarding journey about the bank mandate and shift the whole process to the Invoice journey stage.

W.r.t b)

• As this is a trust issue for the user, to redirect them into digio sandbox page for bank mandate verification, we should ensure our basics are right:
• Well-designed web application
• By accepting only the critical information
• To be as transparent and as detailed as possible
• On a high priority basis, we should have trust badges right from the start of the mandate journey and be transparent when they are redirected to an external website
• Give the user complete authority to control his mandate and make him/her aware that they are authorized to cancel/amend the mandate at any given point of time by appropriately communicating the cancellation/ amendment request to the user entity, service provider or the bank.
• We should ensure that the ‘Auto EMI repayment’ term is used as far as possible by replacing the term ‘bank mandate’
• When getting redirected to digio, we can install a loading screen to inform the user that he is being redirected to the verification purpose for setting up the auto repayment method and also request him/ her to not close or leave the page.
• Suggestion: In the bank details collection screen, we can verify the bank details instantly and showcase the Account holder's name by using the relevant API.

W.r.t c) and d)

• This is being discussed with the team, In short, this can be rectified by using relevant APIs and showcasing heads-up messages to the users.