How would you improve the in-store consumer durable loan checkout at Bajaj Finance partner stores?

Introduction

Consumer durable loans are the product that made Bajaj Finance a household name. A customer walks into Croma, Reliance Digital, Vijay Sales, or a local electronics shop, picks a TV or washing machine, and leaves with it on No Cost EMI. Behind the counter sits a Bajaj Finance representative (often called a DSA or store promoter) running the loan on a tablet.

The question: how would you improve the in-store consumer durable loan checkout experience? I'll clarify scope, segment the users on both sides of the counter, walk the journey to find pain points, propose solutions, prioritise them, and define metrics.

Step 1

Clarifying Questions (5 mins)

• Which part of checkout should we focus on: application, approval, documentation, or the hand-over of the product?

Why it matters: Each stage has different owners. Hypothetical answer: The full flow from "I want this on EMI" to "loan approved, invoice generated". Impact: We'll map the end-to-end journey.

• What's the problem we're seeing?

Hypothetical answer: Median time at the counter is about 18 minutes, and roughly one in five customers who start a loan application in-store abandons it. Impact: Speed and drop-off are the primary targets.

• Who are the customers?

Hypothetical answer: A mix of existing Bajaj customers with pre-approved limits and new customers who need full KYC. Impact: The flows for these two groups should differ.

• Constraints?

Hypothetical answer: RBI KYC norms, e-mandate registration through NPCI, and the Key Fact Statement must be shown before the loan is booked. Impact: We can speed up steps, not skip them.