Bemol Loans (Empréstimos Bemol) service was created to provide customers with a simple, convenient way to access credit directly through the Bemol App. This feature allows eligible users to easily apply for loans, view detailed loan conditions, and receive approval without the need to visit a physical store or interact with an agent. By transitioning the loan process from call centers to the app, we streamlined the user experience, offering faster approvals and deposits typically within one business day. With this digital transformation, Empréstimos Bemol makes accessing financial services more accessible and efficient for all customers.
Empréstimos Bemol (Loans) offers customers a convenient and hassle-free way to access credit, all through the Bemol App. Eligible customers can quickly and easily take out a loan, and get a clear understanding of loan conditions and rates without the need for a physical visit to a store or speaking with an agent. The loan approval process is simplified, with funds typically deposited into a customer's account within one business day.
Empréstimos Bemol (Loans) has been a well-established product in our physical stores for a while now, but we've made significant efforts to bring it to our e-commerce platform to offer more convenient access to our customers.
We noticed that despite receiving 1,600 inquiries about loans within our ecommerce platform, none of the searches resulted in a successful outcome for the customer.
I facilitated a thorough discovery process with the assistance of an agile coach, incorporating elements of Lean Inception (Paulo Caroli) with custom adaptations. The steps involved included: Stakeholder Mapping, The product Is, Is Not - Does, Does Not, CSD Matrix, Personas, Empathy Map, User Journey (and opportunities), Business KPI's, Customer KPI's, and OMTM. This comprehensive discovery process lasted three days and was conducted with the participation of Product Designers, Product Managers, Product Owner, Developers, QAs, Marketing Team, Legal Team, and Customer Service Call Center representatives (where loan contracts are typically executed).
The rollout of the new feature is being implemented gradually to manage user volume effectively. A significant aspect of the rollout was the conversion of interactions from the Customer Service Call Center to app-based contracting through App Bemol, which is happening at a rapid pace and exceeding expectations. If you're interested in learning more, simply download the Bemol App from either the App Store or Google Play.
