Designing a financial product platform for customer experience, trust, and usability



+ Target customer segment profiling
+ User experience definition with service design
+ Slicing, defining and designing the MVP and a product roll out plan


Bridge Fintech (Finzy) is a RBI-registered NBFC and a premier peer to peer lending platform. It connects qualified borrowers looking for quick personal loans with low interest rates to investors who are looking for a powerful new asset class that provides fair monthly returns.

ScaleFactor partnered with Finzy to define and design the digital product and service strategy and the overall experience. Interactions with co-founders helped them realise their product idea via customer discovery and validation, product strategy and definition, value proposition, and elevator pitch. The idea was to make the lending & borrowing processes hassle-free.

An in-depth qualitative customer research helped uncover the customer mental models, challenges, and expectations. This was followed by a workshop that facilitated Minimal Viable Product (MVP) definition and outlined the service experience that went on to define the product experience and interactions across components, features and stories enabling different use cases. Low and high fidelity wireframes were built and tested upon to ensure an intuitive and friction free user experience. The final documentation included a product requirement document, interactive screen designs, and notes to facilitate smooth development experience.

ScaleFactor enabled Finzy define a product and service experience that not only delights but also builds trust and credibility amongst borrowers and lenders.

Radhika KaleFinzy