Through a combination of user interviews, analytics reviews, and stakeholder workshops, we identified the major friction points within the flow. One step emerged as the clear outlier: biometric verification. It was not only technically tricky for users but also poorly explained, resulting in a high number of support calls and incomplete applications. Users felt unsure and unsupported, especially when the interface lacked real-time feedback or progress indicators.

To address this, we redesigned the entire application journey with an emphasis on clarity, guidance, and reassurance. The new interface used plain, human language and included live validation, step-by-step instructions, and a persistent progress tracker. For the biometric step in particular, we added visual feedback and support messaging to help users complete it confidently on their first try. We also introduced a self-service dashboard where applicants could track the status of their submission and manage their details—reducing reliance on the customer support team and cutting down on time-consuming manual backend processes.