Faster Lending. Smarter Decisions. Better Customer Outcomes.

A leading private-sector bank in India wanted to modernize its lending operations and create a faster, more transparent and secure loan processing experience across the loan lifecycle. Operating in the BFSI sector, the bank sought to improve lead generation, credit evaluation, documentation, approvals and loan disbursement while maintaining confidentiality, compliance and operational control.

The goal was to replace fragmented, static applications with a scalable lending ecosystem that provided better visibility, faster task completion and stronger decision support for sales, credit, underwriting and disbursement teams.

Customer Business Challenge

The bank’s lending process relied on multiple manual and system-driven dependencies. Credit managers and loan officers handled risk assessment, documentation, approvals, fund release, pricing, tenure decisions and regulatory compliance through disconnected workflows.

These applications created friction in document verification, liability checks, report uploads, eligibility reviews and disbursement activities, slowing operations and reducing efficiency.

The bank needed a secure, cloud-based platform to simplify workflows, improve collaboration, reduce manual effort and enable faster, informed lending decisions while maintaining compliance.

What XT Did

Persistent’s Experience Transformation (XT) team partnered with the bank to reimagine the lending journey from a user, workflow and business outcome perspective. Instead of treating the engagement as a standalone interface redesign, XT focused on understanding how lending work actually moved across teams, roles, decisions, documents and approvals.

XT conducted contextual inquiry, stakeholder workshops, shadowing sessions, heuristic evaluation, task-log analysis and usability testing to identify the most critical friction points across credit evaluation, underwriting, documentation and disbursement workflows. This helped uncover where users were spending time, where information was fragmented and where manual interventions were affecting speed, accuracy and decision confidence.

Based on these insights, XT mapped the end-to-end lending journey and designed a future-state experience that simplified complex workflows for credit managers, disbursement officers and sales teams. The redesigned experience brought together customer information, documentation status, verification data, risk indicators and case-level actions into a more unified and intuitive operating view.

XT also created low-fidelity and high-fidelity mock-ups, wireframes, visual designs, user flows and dev-ready design assets aligned to Salesforce UI and Salesforce Financial Services Cloud. These design assets helped translate business requirements into a scalable, role-based digital experience that could support secure lending operations and future technology adoption.

What  XT Delivered

Persistent proposed Salesforce Financial Services Cloud as the secure cloud-based foundation for modernizing the lending journey. The platform was positioned to help the bank build, store and execute leads and lending operations in a more secure, scalable and accessible environment.

The solution experience was designed to streamline the process from lead generation to disbursement execution. It supported users with automated report generation, improved monitoring of loan requirements, eligibility checks, loan calculations and disbursement-related activities.

Persistent’s approach combined user research, experience design, workflow simplification and Salesforce-led platform enablement to create a more connected lending ecosystem. The solution helped reduce friction across decisioning, documentation, compliance and collaboration while enabling users to complete critical lending tasks more efficiently.

Differentiators / XT Accelerators Used

• Unified Loan Decisioning Experience: XT designed a unified view that brought together customer risk, documentation, profile details, verifications, lending history and case information to support faster and more informed lending decisions.
• Role-Based Workflow Design: The experience was shaped around the needs of credit managers, loan disbursement officers and sales users, helping simplify the specific tasks each user group needed to perform across the lending lifecycle.
• Automated Risk and Decision Support: The solution included creditworthiness scoring concepts to support decision-making and improve consistency across risk assessment workflows.
• Dynamic Pricing and Tenure Simulation: XT designed capabilities to support interest rate and tenure calculations, helping users evaluate loan scenarios more efficiently.
• Document Intelligence: The target experience included auto-extraction concepts for bank statements, salary slips, KYC documents and other supporting records to reduce manual documentation effort.
• Embedded Compliance Guidance: The solution introduced contextual guidance around RBI rules, red flags and required documents to support stronger compliance and reduce regulatory risk.
• Collaboration-Ready Lending Workflows: The experience included notes, tagging and status updates for loan cases, improving coordination across lending teams and helping users track progress more transparently.

Business Outcomes

The redesigned lending experience simplified loan operations, improved efficiency and strengthened decision-making across the lending lifecycle.

Technology Landscape

Client Impact

Persistent helped the bank transform lending from a fragmented, manually intensive journey into a more streamlined, secure and experience-led operating model. By combining XT’s human-centered design approach with Salesforce-led platform modernization, the bank improved task completion, accelerated lead-generation activity, strengthened decision transparency and created a scalable foundation for future-ready loan operations.