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Just found out a UX horror story of a leading Pakistani bank. A year or so ago, HBL introduced the option to avail loans directly through the mobile app within minutes, without any paperwork.
In theory, this sounds like a great step forward for digital banking. It wasn't.
In theory, this sounds like a great step forward for digital banking. It wasn't.
The thing is, this option appeared as a popup screen as soon as you logged into the app. It had a picture, some text and Yes/No buttons to begin evaluation of your loan. This was also all in English.
Now for someone who cannot read English, or at least not read it properly, if they've opened the app to view their balance the 'Yes' for them is to just get to the screen they're always used to seeing.
And by clicking 'Yes' they have effectively applied for a loan without realizing. This is what happened with the driver at our company a year ago.
And after a while, this is the message that appeared. Note that there is also no button to dismiss this notification. So once someone clicked Avail - again, to get to the screen that they're used - they were instead taken to another screen to choose their loan amount.
One thing leads to another, and you have someone who did not want a loan getting the loan and paying it back with 25-35% interest. This is a nightmare for someone who already has financial limitations, and doesn't understand what just happened.
