Abstract
The Client, a leader in auto loan refinancing, faced major user experience challenges on its Digital Experience (DX) website that negatively impacted conversions and customer satisfaction. The platform’s excessive form fields, lack of automated identity verification, and absence of real-time validation led to lengthy, error-prone applications. These issues caused high abandonment rates, slower processing, and customer frustration. In a competitive digital lending environment, the cumbersome process left the Client at a disadvantage against more agile competitors.