Prashant Gadge

📌 Overview

The Loan Origination System (LOS) redesign transformed a long, complex loan application process into a guided, step‑based experience. The goal was to reduce confusion, improve user confidence, and increase overall completion rates by breaking large forms into easy, structured micro‑steps.

🚨 Problem

Users frequently abandoned the application due to overwhelming long forms, unclear next steps, and high cognitive load. The absence of progress visibility and complicated financial terminology increased confusion and contributed to drop-offs.

👥 Users

• Retail Customers: First-time applicants needing clarity, guidance, and simple language.
• Bank Agents: High-volume operators requiring faster, streamlined assisted workflows.

⚠️ Challenges

• Strict compliance requiring mandatory fields.
• Multiple stakeholders across legal, risk, operations, and IT.
• Legacy backend limitations restricting flexibility.

🔍 Research Insights

• Users dropped off heavily after steps 2–3 when income verification and document fields appeared.
• Users wanted clearer guidance instead of one long overwhelming form.
• Agents needed faster workflows and autofill options to reduce repetitive tasks.

🧠 UX Strategy

• Reduce cognitive load using progressive disclosure and simple screens.
• Add stepwise progress tracking to increase clarity and predictability.
• Support assisted and self‑serve journeys with agent‑friendly shortcuts.

🛠️ Iterations

• Grouped related fields and removed redundancy.
• Introduced a guided step‑by‑step flow.
• Added inline validation, tooltips, and plain-language microcopy.

✨ Solution

• Guided multi-step loan application journey.
• Progress tracker showing time and steps remaining.
• Agent-assisted mode with autofill and faster navigation.

📊 Impact

• +35% increase in application completion rate.
• 40% reduction in application time for customers and agents.
• Fewer errors and fewer support calls due to clearer guidance.

🎯 Why It Matters

This redesign demonstrates expertise in simplifying complex fintech workflows, improving user confidence, and delivering enterprise‑grade, compliance‑friendly UX solutions that scale across retail and assisted channels.

📌 Overview

A national health ministry needed a unified mobile + web platform to help citizens book appointments, access digital health records, track vaccinations, and connect with telemedicine services. The goal was to provide inclusive, accessible, and scalable digital public health infrastructure.

🚨 Problem

Citizens struggled with fragmented health apps, inconsistent records, long clinic queues, and no central place for health information. Rural users lacked access to specialists, causing delays in care.

👥 Users

• Citizens: Urban + rural, low digital literacy.
• Frontline Health Workers: ANM, ASHA, district nurses.
• Doctors and Clinicians: Need consolidated patient history.
• Program Officers: Monitoring and service delivery oversight.

⚠️ Challenges

• Multilingual & accessibility needs.
• Offline-first requirement for health workers.
• Integration with legacy health databases.
• Privacy, consent, and data security.

🔍 Research Insights

• 58% citizens missed follow-ups without reminders.
• 72% rural users preferred voice guidance.
• Health workers needed fast offline data capture.
• Doctors required consolidated patient history.

🧠 UX Strategy

• Create one unified health identity for each citizen.
• Introduce guided appointment booking flow.
• Offer secure digital health records with consent.
• Design for low literacy + multilingual usage.
• Support offline-first field workflows.

🛠️ Information Architecture

• Citizen IA: Appointments, Vaccinations, Telemedicine, Records.
• Worker IA: Household visits, immunization, offline sync.
• Doctor IA: Patient history, schedule, e-prescriptions.

✨ Solution

• Unified Digital Health Card (online/offline).
• Smart appointment & queue management.
• Vaccination & maternal health tracking with reminders.
• Telemedicine with low-bandwidth support.
• Offline-first health worker application.
• Doctor dashboard with full patient history.

📊 Impact

• +42% vaccination adherence improvement.
• -55% reduction in clinic waiting time.
• +60% better maternal health follow‑ups.
• +38% faster field reporting through offline sync.
• +80% telemedicine adoption in rural regions.

🎯 Why It Matters

This solution delivers inclusive, accessible public health services while supporting national-scale digital public infrastructure goals. It improves equity of care, modernizes government health systems, and aligns with ADB’s mission to strengthen public-sector digital transformation.

📌 Overview

ABC Bank, a mid‑sized regional bank in South Asia, partnered with the Asian Development Bank (ADB) for a 9‑month initiative to digitize rural lending, KYC, microfinance, and trade finance. The goal: Improve financial inclusion for rural MSMEs and streamline operational workflows.

🚨 Problem

Rural customers faced slow, manual, paper-heavy processes:

• Loan applications were long and fully manual
• Branch staff relied on paper-based KYC
• MSMEs lacked proper financial documentation
• Trade finance required physical document submissions
• Loan approval time: 7–21 days
• High operational costs for rural outreach

ADB supported the transformation through: Trade Finance Program (TFP), Supply Chain Finance Program (SCFP), Microfinance Support Initiative.

👥 Users

• Rural MSME owners
• Field officers / Loan officers
• Branch operations staff
• Trade finance customers (exporters and importers)
• Compliance and KYC teams

⚠️ Challenges

• Low digital literacy among rural customers
• Poor or inconsistent internet connectivity
• Loan officers spent 40% of time on paperwork
• Confusing charges and unclear eligibility for MSMEs
• KYC required customers to travel 20–40 km to a branch

🔍 Research Insights

• Rural users needed offline-first, simplified digital flows
• Loan officers needed faster, unified workflows with fewer errors
• Local-language and voice-based onboarding boosted usability
• Real-time status tracking improved trust and transparency

🧠 UX Strategy

• Turn long manual workflows into simple 3‑step digital journeys
• Unify loan, KYC, microfinance, and trade finance into one digital ecosystem
• Introduce OCR, eKYC, and biometrics to eliminate paperwork
• Design offline-first and local-language friendly solutions
• Enable remote onboarding and field‑officer assisted journeys

🛠️ Iterations

• Prototype 1: Full-featured loan app → too complex
• Prototype 2: Voice-assisted onboarding → higher adoption
• Prototype 3: Offline-first support → solved connectivity issues
• Prototype 4: Simplified trade finance wizard → errors reduced 42%

✨ Solution

• Digital Loan Workflow: 3-step application, autofill, tracking
• Mobile Microfinance App: offline-first, EMI reminders, biometrics
• Trade Finance Portal: digital uploads, real-time tracking
• Digital KYC: eKYC, OCR, biometrics, icon-based local UI

📊 Impact

• Loan approval: 14 days → 48 hours
• KYC completion: 45 minutes → 7 minutes
• Trade finance processing: 5 days → 1 day
• Rural onboarding: +120%
• Field officer productivity: +30%
• Late EMIs reduced: −17%

🎯 Why It Matters

This project demonstrates how human‑centered UX and ADB's digital finance frameworks can significantly expand financial inclusion. By reducing travel, paperwork, and approval delays, the solution empowered rural communities and enabled thousands of MSMEs to access formal financial services.

Designed a culturally meaningful logo for an education-focused NGO, combining a book (learning) with a folded hands gesture (namaste—respect, humility, and human connection). The identity emphasizes trust, inclusivity, and accessibility, optimized for mobile-first usage and diverse literacy levels across Indian communities.

Crafted a culturally rooted logo combining sacred symbols (swastik and Om) with multi-directional arrows, symbolizing growth, guidance, and continuous progress. The design focuses on creating a bold, recognizable mark that works across small-scale digital use and large-format applications while maintaining visual impact and meaning..

Crafted a minimal yet powerful identity centered around an abstract eagle head, symbolizing focus, leadership, and precision. The design leverages clean geometry and layered contrast to create a visually striking mark that performs effectively across app icons, branding, and large-scale usage.