Mystery Shopping Execution in KSA for Digital Finance International

Client Overview

Digital Finance International is a digital lending company that specializes in offering innovative financial solutions, including point-of-sale (POS) lending​. The objective was to understand the customer journey for potential clients, including the specifics of the sales process, product affordability, and the onboarding experience​.

Our Approach

Research Focus

Conducted comprehensive research on the customer journey for POS lending in KSA, focusing on how potential customers interact with digital lending services, from onboarding to purchase completion​.

Face-to-Face Interviews

Conducted 20+ face-to-face interviews with potential customers across different demographics and income groups. The interviews focused on understanding their preferences for onboarding, the ease of KYC processes, and expectations regarding agreement signing (e.g., OTP, electronic signatures, or physical signatures).​

Telephonic Interviews

Conducted 15 telephonic interviews with merchants and industry experts to understand their experience with POS lending solutions​.

Process Mapping

Mapped the customer journey across various touchpoints, including onboarding, KYC verification, UX/UI interactions, agreement signing, and disbursement times.​

Impact We Created

• Given that majority of customers preferred a digital onboarding process, we recommended integrating digital KYC verification through national ID databases and online bank verification tools to reduce friction and improve the customer experience​
• With majority of potential customers accessing digital services through their mobile devices, we suggested prioritizing mobile-friendly designs that offer intuitive navigation and fast load times​