Semi-automating Early Loan Repayment Guidance
Early loan repayment was one of the customer support department's most time-consuming tasks, taking 23% of total time. Most time went to repeated conversations about which documents were needed and where to find them. The process was phone-only.
Money is a sensitive topic. Customers could feel questioned about their reasons for repayment, especially when switching banks, and skepticism increased if the flow felt like interrogation or upsell. Respectful framing and transparent explanations of regulatory requirements were needed to maintain trust.
Johanna shaped the flow using in-depth interviews and created a customer journey map that pinpointed trust-breaking moments and documentation confusion. The design leaned on agent-written guides and tone-of-voice patterns from successful agent messages. Multiple feedback rounds with support agents refined the MVP.
Regulatory questions could feel abrupt. Anti-money laundering context appeared early with progressive disclosure, including a tap-to-reveal option for customers who wanted more detail.
A structured bot flow guided customers to locate the right documentation step-by-step, using language aligned to how support agents already explained the process.
End-of-conversation guidance clarified next steps and what to submit, improving follow-through quality and reducing additional contact.
Within one month, the bot handled 155 early loan repayment inquiries, exceeding expectations. 87.5% of customers reported it helped answer their questions, outperforming the support baseline. Most customers submitted documentation correctly, reducing agent rework.
Progressive disclosure improved trust in sensitive financial flows. Reusing agent-proven language increased comprehension. Adding UX writing and agent feedback loops elevated both quality and stakeholder confidence.
Client at big retail customer
@Deloitte Digital
“The team has been truly impressed by Johanna's ability to maintain a perfect balance between standing her ground, confidently expressing her opinions, and at the same time showing humility and genuinely listening to others.”
Semi-automating Early Loan Repayment Guidance
Early loan repayment was one of the customer support department's most time-consuming tasks, taking 23% of total time. Most time went to repeated conversations about which documents were needed and where to find them. The process was phone-only.
Money is a sensitive topic. Customers could feel questioned about their reasons for repayment, especially when switching banks, and skepticism increased if the flow felt like interrogation or upsell. Respectful framing and transparent explanations of regulatory requirements were needed to maintain trust.
Johanna shaped the flow using in-depth interviews and created a customer journey map that pinpointed trust-breaking moments and documentation confusion. The design leaned on agent-written guides and tone-of-voice patterns from successful agent messages. Multiple feedback rounds with support agents refined the MVP.
Regulatory questions could feel abrupt. Anti-money laundering context appeared early with progressive disclosure, including a tap-to-reveal option for customers who wanted more detail.
A structured bot flow guided customers to locate the right documentation step-by-step, using language aligned to how support agents already explained the process.
End-of-conversation guidance clarified next steps and what to submit, improving follow-through quality and reducing additional contact.
Within one month, the bot handled 155 early loan repayment inquiries, exceeding expectations. 87.5% of customers reported it helped answer their questions, outperforming the support baseline. Most customers submitted documentation correctly, reducing agent rework.
Progressive disclosure improved trust in sensitive financial flows. Reusing agent-proven language increased comprehension. Adding UX writing and agent feedback loops elevated both quality and stakeholder confidence.
Client at big retail customer
@Deloitte Digital
“The team has been truly impressed by Johanna's ability to maintain a perfect balance between standing her ground, confidently expressing her opinions, and at the same time showing humility and genuinely listening to others.”