Introduction
Pre-approved personal loans (PAPL) are one of YONO's most valuable journeys. Eligible SBI customers, mostly salaried account holders the bank has pre-selected, can get up to ₹15 lakh disbursed instantly, without documents or a branch visit. In this scenario, monthly PAPL disbursal value through YONO fell 25% in the two months after the bank moved a large cohort of users to YONO 2.0. Leadership wants to know whether the migration caused the drop, or whether something else is going on. I'll approach this systematically: clarify, rule out external factors, understand the journey, break down the metric, form and test hypotheses, and propose a resolution plan.
When a drop follows a big launch, everyone assumes the launch caused it. A strong candidate proves or disproves that with cohort comparisons before blaming anything.
Step 1
Clarifying Questions (3 minutes)
Why it matters: A fall in value with stable counts suggests smaller loans; a fall in counts suggests funnel or eligibility issues. Expected answer: Number of disbursed loans fell 22%, average ticket size fell about 4%. Impact on approach: Focus on the funnel and eligibility, not pricing.
Why it matters: Credit policy may have tightened. Expected answer: Risk says the eligible base is roughly stable, down about 3%. Impact on approach: Eligibility explains only a small part.
Why it matters: This is the most direct test of the migration hypothesis. Expected answer: Not yet analysed, but YONO 2.0 users make up about 60% of eligible customers now.
Expected answer: No pricing changes in the period; branch PAPL volumes are flat.
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