Loader screens are a way to inform the user of what's happening behind the scenes. It can indicate the wait time. It relives the user of stress and confusion of what might be going on and why he might have to wait to get to the next step. Let's take a look at a few live examples.
1. Loading screens for Bajaj Finserv Co-brand Credit Cards
Scenario description: When a user fills up her application form (page 1, 2 & 3) she needs to wait for a few minutes in order to know weather her application is approved or not. Application details
Thought process:
What would user want to know? - How long does she have to wait. What is the next step. What is Bajaj doing about her application.
What is the general user behavior? - User might feel anxious if they are made to wait for long or annoyed if there is no explanation. This might lead her to drop-off or kill the app.
What happens at the back-end and what can we do? - User's details are sent to the bank, the bank checks the details according to their risk policy and then send back approval or rejection along with credit limit. In some cases they might ask the user some extra information.
Here is the solution:
2. Address verfication via eKYC
Scenario description: When a user wants to apply for any financial product she must go through KYC. To complete verification, user must enter Aadhaar number. UIDAI checks verifies the mobile number and sends an OTP to your number.
Thought process:
What would user want to know? - Who is going to send OTP, how long is the process What is happening at the back end.
What is the general user behavior? - User might feel anxious if they are made to wait for long or annoyed if there is no explanation. Too much information might confuse her.
What happens at the back-end and what can we do? - Entered mobile number and user's Aadhaar linked number is matched. If it is the same an OTP is triggered by UIDAI.
Here is the solution:
3. Face and identity verification via video KYC
Scenario description: When a user wants to apply for any financial product she must complete identity & document verification via video call. She will be connected to an executive who will guide her with the process.
Thought process:
What would user want to know? - What is going to happen next. How long will it take to connect with an agent. Can she do Video KYC later.
What is the general user behavior? - User might feel anxious if they are made to wait for long. They might be annoyed if they are made to wait and no agent is available.
What happens at the back-end and what can we do? - Here the user is added in a queue, where based on a logic an agent is assigned. She can see her position in the queue, the wait-time, who will connect with her and for what.
Here is the solution:
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