Customers wouldn't act on a payment request pushed to their phone by a collections agent, even a legitimate one. The fix wasn't better copy on the notification. I changed the format: agents generate a QR code, customers scan it on their own terms, using whatever UPI app they already trust. Monthly volume went from ₹1 Cr to ₹82 Cr in 18 months.
Field agents were visiting customers with day-old data. They had no way to know if someone had paid another loan that morning, or abandoned a payment an hour before they knocked. I built a config-driven data layer that pushes near-real-time signals into the app without a code release. What used to take a sprint now takes a day.
The consumer app had 18+ notification types, 14+ nudges, and 6+ pop-ups pushing delinquent customers toward payment. Self-serve rates were still low. I mapped the full lifecycle of 36L customers and found the problem: every customer saw the same experience regardless of where they were in their loan journey. One landing page, built around that gap, lifted unassisted digital repayments by 45%.