Case Study: Bajaj Finserv achieves faster KYC and troubleshooting with UserExperior

How Bajaj Finserv Removes Conversion Bottlenecks with UserExperior

Bajaj Finserv, a major Indian financial services company, faced significant challenges in understanding user experience bottlenecks within its mobile app. Relying on conventional analytics and outdated troubleshooting processes, the company struggled to identify the root causes of drop-offs in critical conversion journeys, such as user onboarding and KYC verification. The largely non-tech savvy user base also made it difficult to gather effective feedback. Partnering with UserExperior, Bajaj Finserv sought to gain deeper insights into these digital experience issues.

By implementing UserExperior's digital experience monitoring platform, which features session replays, heatmaps, and funnel analysis, Bajaj Finserv's teams gained visibility into user pain points. This allowed them to collaborate and troubleshoot issues three times faster than before. A key result was optimizing the KYC process, reducing the completion time from over 20 seconds to less than 7 seconds after identifying a confusing UI element. UserExperior provided the insights necessary to continuously optimize conversions and significantly improve the app's user experience.

Bajaj Finserv

Anshul Jain

Sr. Lead Software Architect