Driving agent assisted digital banking experience at HDFC Bank
Overview
HDFC Bank Smart Saathi is a mobile-enabled digital distribution platform that connects Business Correspondents (BC) and Business facilitators (BF) to HDFC Bank’s systems so they can deliver a wide range of banking products and services — from account opening to loans — directly to underserved customers in semi-urban and rural areas. The platform empowers agents to increase income opportunities, improve financial inclusion, and expand banking reach at the last mile.
Why It Matters
By making banking products accessible through agent networks, Smart Saathi enhances both bank reach and agent livelihood, while driving financial literacy and digital engagement.
My Contribution
Led end-to-end UX design for key journeys on the Smart Saathi platform, collaborating closely with product owners, engineering teams, business operations, and field stakeholders to transform complex agent-driven financial workflows into intuitive digital experiences. The focus was on simplifying digital distribution flows, mitigating operational and compliance risk, and enabling seamless adoption for field agents of varying digital literacy.
Scope
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Drove UX research with ground users (field agents) & iterated with data insights
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Designed assisted onboarding & servicing flows tailored for BC/BF agent workflows
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Defined UX for agent-facing product stacks, from account opening to loan origination
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Bridged online-offline interactions in low-connectivity environments
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Embedded compliance and risk visibility into operational screens
Snapshots
Key Projects
This platform includes several end-to-end journeys and projects that cannot be showcased due to NDA. Please feel free to connect for more details.
Contact for more details
Thank you for your interest. Due to NDA obligations, I can’t share my work in detail here. Let’s connect to talk more.