The Problem
What We Are Trying to Solve
How can I help Relationship Managers in Piramal make programs easily readable and make strong program selection choices that align with their goals?
The high-level goals that defined my design:
• Make the right decisions easily and time-efficiently
• Minimize reliance on training sessions and printouts
Understanding the Problem
I used conversations with my extreme users:
- A 3-year experienced BSM who is more comfortable in the local language (Kannada)
- A newly joined (6 months) graduate RM who is comfortable in English, Hindi, as well as the local language
Areas of enquiry:
• Parameters of each program
• Reason behind the long list of programs
• Understanding of the program by the salesperson
• Language understanding
Comments from RMs
Key Insight
RMs need a clearer, more structured interface with quick reference tools, multilingual support, and easy program comparison to reduce reliance on printouts and training.
This begged the question: How might we enable a 3-year experienced BSM who is more comfortable in Kannada to select the right program for the right customer without much extra effort?
Designing the Experience
The feature IS:
• For learning about different program features
• For guiding in making more mindful decisions
• Meant to be a low time commitment
The feature is NOT:
• A replacement for RM training sessions
• For telling RM what the right decision is
• A task you need to plan your time around
The Solution
- A clear, structured, and accessible loan program interface — Helps RMs quickly understand, compare, and confidently select the right options
- Highlighting Key Benefits & Parameters — Ensured important details stand out, reducing confusion and decision time.
- Visual Aids (Illustrations) — Simplified complex information, helping RMs grasp details at a glance.
- Inline Nudges — Provided contextual guidance, minimizing the need for external training or documents.
- Structured Information Layout — Organized loan details in a clear format, making it easier for RMs to scan and compare.
Highlights & Impact
30% reduction in sales queries for program selection errors — RMs are now able to find the right program faster with fewer mistakes.
20% growth in loan conversions through better decision-making in program selection — clearer information led to more confident and accurate program recommendations to customers.