Home — Dynamic Pre-Disbursement Card
New pre-disbursement intermediate state for the Home loan card, showing the approved amount from first access, visually linking the money to the required action (KYC), and progressively celebrating client milestones up to disbursement.
- Company
- Aviva Crédito
- My Role
- Product Designer
- Period
- May 2026
- Dynamic card interaction rate (vs. previous banners): measurable improvement post-release
- Status contact reduction to promoters: part of -50% WISMO OKR
Targets & expectations
Target metrics: ≥55% KYC completed (+15pp over 40.1% baseline); ≤45% abandonment; ≤1.5 days avg multi-session; ≥15% completed in a single session (vs. 7% current). Modular component reusable for future products (Aviva Contigo, memberships).
Key metrics
- Dynamic card interaction rate (vs. previous banners): measurable improvement post-release
- Status contact reduction to promoters: part of -50% WISMO OKR
- Step completion rate without human intervention: baseline to measureTarget
- Time-to-sign from contract-ready notification: target -15%Target
Problem
Clients waiting for disbursement (window between application and receiving funds) had no visibility into their status. The home screen didn't communicate what step they were on or what action was required. This uncertainty triggered reactive contact with promoters and process abandonment. Data: 85% of promoters reported friction at 'documents in review'; 83% at 'waiting for contract'; ~31 min/agent/day lost on status queries (n=102 survey).
Research
Promoter/manager Wave 2 survey, n=102 (Apr–May 2026): 54% with 5+ daily status contacts; ~31 min/agent/day on queries; 98% without data to answer clients. UXR prototype (Nov 2024): redesign from banners to action cards in tracking card context achieved 4.4/5 satisfaction with 76.9% success rate. Clients recognize and respond to cards with explicit buttons; informational banners generate low interaction because clients don't perceive them as action elements.
Solution
Dynamic home card that contextually changes based on the client's loan status (pre-disbursement). The card shows: the current process step, the next expected step, an explicit CTA when the client must act (e.g., upload document, sign contract), and a reassuring message when no action is required. Designed as part of a multi-channel strategy that also includes WhatsApp Business and Push Notifications.
Learnings
1. Reusing research from a previous project (banners → action cards) accelerated validation: the 76.9% success rate from the November 2024 UXR with the same explicit-button card pattern confirmed the direction without needing a new study from scratch.
2. The 40.1% KYC completion baseline redefined the goal: the multi-session context (2.51-day average) showed the card didn't just need to guide action — it also needed to reassure returning users. 'Waiting' states are as critical as 'action required' states.
3. The modular component was a strategic decision: designing it as a reusable piece for future products (Aviva Contigo, memberships) captures value beyond the immediate use case.
- Money is the best CTA: Showing the approved amount from the very first access is the element with the highest motivational value. Don't hide the figure out of uncertainty about availability — the data already exists in the backend and the customer already knows it from the kiosk.
- Visual progress = retention: The card state must evolve visually (pending → under review → unlocked) so the customer perceives progress, not stagnation.
- Modular from day one: Designing the component with configurable slots from the start avoids costly redesigns when Aviva launches new products (Aviva Contigo already confirmed).
- Hidden technical friction: The 9h 13m single-session time is a signal of technical problems within the KYC flow that go beyond a motivation problem — it requires parallel investigation by Engineering.
Next steps
1. Measure post-launch KYC completion rate vs the ≥55% target (+15pp above the 40.1% baseline).
2. Adapt the component to the renewal flow — the states differ (no KYC, prior history) but the dynamic card pattern applies equally.
3. Explore whether the reassurance message ('your application is under review') reduces contacts to the support team during the wait — a complementary metric to CTR.