How to Stop Losing Customers on Your Loan App’s Most Important Screen

Let's be honest. Getting a user to the Select EMI Plan screen is a victory.

You've spent money on marketing to get them to download the app. You've guided them through the sign-up process. You've convinced them to give you their personal data. You've run their credit profile, and your algorithm has approved them for a loan. They are this close.

And then... they're gone.

! They just drop off. This screen, your final step, is a leaky bucket. And every customer who drops off here is your most expensive loss. This is the moment of truth, the final point of friction where a person's curiosity (Am I eligible?) meets the cold reality of commitment (Do I really want this?).

Your job is to understand why they leave and to plug those leaks. The reasons are almost always one of three things:

1. I don't need it right now. (The Timing Problem)
2. That interest rate is too high! (The Price Problem)
3. That's not enough money. (The Value Problem)

You can't solve all of these with one magic button. Each problem requires a different strategy. Let's break down how to solve each one, step-by-step.

Problem 1: "I don't need it right now."

This is the window shopper. The person who was just checking their eligibility. They're not in a hurry, and the idea of committing to a loan right now feels like a big, sudden decision. They got cold feet.

Your goal isn't to bully them. It's to either create a gentle sense of urgency or give them a graceful out that keeps them in your ecosystem.

Solution 1: The Gentle Nudge (Creating Urgency)

People are motivated by the fear of losing an opportunity.

1. Implement an Exit-Intent Message: When the app detects the user is trying to tap the Back button or close the app, trigger a simple, non-intrusive message.
2. The Message: "Wait! This pre-approved offer of $30,000 at 15% is valid for the next 48 hours. Lock in your rate now?"
3. Why it works: This changes the dynamic. It's no longer an infinite, "I'll do it later" task. It's a specific, time-bound offer. You've introduced urgency.
4. Highlight the Benefits of Acting Now: The screen should subtly sell the now.
5. Add a small text line under the Proceed button: "Includes limited-time fast processing. Get your funds in 10 minutes."
6. This makes now feel more valuable than later.

Solution 2: The Safety Net (Save Your Application)

Sometimes, a nudge is the wrong move. If a user is truly not ready, pushing them will only annoy them. Instead, give them a way to save their progress.

1. Add a "Save for Later" Feature: On the exit-intent popup, offer two choices: "Proceed with Loan" and "Save My Offer."
2. Create a "Saved Offers" Dashboard: When they tap "Save My Offer," you confirm it's saved.
3. The Message: "Your offer for $30,000 is saved! It's valid until December 5th. We'll send you a reminder before it expires."
4. Why it works: This is a brilliant move. You have turned a No into a Not Yet. You've respected their choice, given them a clear deadline, and earned their trust. You've also given yourself a legitimate reason to re-engage them.

Solution 3: The Long Game (Smart Re-engagement)

This is for the user who saves the offer or just leaves.

1. Targeted Remarketing: You now have the most valuable piece of data: this person is pre-approved for a $30,000 loan.
2. Push Notifications: Send a smart, non-spammy reminder. "Hi, Alex! Your $30,000 pre-approved loan offer is expiring in 24 hours. Don't miss out on your 15% p.a. rate."
3. Educational Content: If you have a blog or content section, you can subtly re-engage them with articles. "5 smart ways to use a personal loan" or "How to use a loan to build good credit." This plants the seed for future needs.

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Problem 2: "The interest rate is too high!"

This is sticker shock. Your user sees 15% p.a. and immediately feels like they're being ripped off. This is a problem of trust and transparency. You can't just tell them the rate is fair; you have to show them.

Solution 1: Radical Transparency and Justification

The worst thing you can do is hide. The best thing you can do is explain.

1. Add a "Why this rate?" Info Icon: Right next to the 15% p.a., add a small, clickable info icon (i).
2. What it says: When tapped, a small box appears.
3. The Message: "Your interest rate is personalized. It's determined by factors like your credit history, credit score, and the loan amount. Our competitive rates start at 10% p.a., and your personalized rate is 15%."
4. Why it works: This does two things. First, it depersonalizes the number. It's not you being mean; it's the data that produced this number. Second, it shows them how they fit into the larger system.
5. Improve the "View breakup" Link: The user wants to know, "How much am I really paying?" The View breakup link is your best tool.
6. What it shows: Don't just show Principal and Interest. Show the Total Interest Paid over the life of the loan for each tenure.
7. 3 months: EMI: $9,800/mo. Total Interest Paid: $400
8. 6 months: EMI: $4,900/mo. Total Interest Paid: $800
9. 9 months: EMI: $3,400/mo. Total Interest Paid: $1,200
10. Why it works: This transparency builds massive trust. It also empowers the user to make the right choice for them (e.g., "Wow, I'll pay way less interest if I go for the 3-month plan.").

Solution 2: Make it Feel More Affordable (Alternative Options)

If you can't change the interest rate, you can change the perception of the payment. The user's main pain point might not be the rate, but the monthly EMI.

1. Extend the EMI Duration: The screenshot only shows 3, 6, and 9 months. This is a huge missed opportunity.
2. What to do: Add more options. If feasible for this loan type, show 12, 18, and 24-month tenures.
3. A 24-month tenure might have an EMI of just $1,450/month.
4. Why it works: The user's mental burden is the monthly cash flow. A $9,800/mo payment feels heavy. A $1,450/mo payment feels light and manageable. Even if the total interest paid is higher, you are solving their immediate problem, which is "I can't afford that monthly payment." You are giving them control.

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Problem 3: "The loan amount offered is lower than what they need."

! This is a value failure. The user came to you because they have a $50,000 problem (like a medical bill or a home repair). Your app has offered them a $30,000 solution. This is a dead end. Your product, as offered, does not solve their problem. They will leave and go to a competitor.

Your goal here is to manage their expectations and show them a new path forward.

Solution 1: Clear Communication (The "Change" Button)

The "CHANGE" button next to the $30,000 is the most important element for this user. How it works is everything.

Provide Immediate, Clear Feedback: When the user taps "CHANGE" and tries to enter $50,000, you must respond instantly.

1. The WRONG way: A red error message that just says, "Amount not allowed." This is a dead end.

1. The RIGHT way: A helpful, clear message.
2. The Message: "Based on your current eligibility, we can offer up to $30,000 for this loan. You are welcome to proceed with this amount."
3. Why it works: It's a clear, firm, but polite no. It sets a ceiling and immediately guides them back to the approved offer.

Solution 2: Offer Actionable Advice (The Future Path)

Don't just say no. Tell them how to get a yes in the future.

1. Add a Link: In that feedback message, add a link.
2. The Message: "Based on your current eligibility... we can offer up to $30,000. Want to increase your loan amount in the future?"
3. What it shows: This links to a simple help screen. "To increase your eligible loan amount, you can:"
4. Improve your credit score.
5. Maintain a good repayment history with us.
6. Update your income documents in the app (if your salary has increased).
7. Why it works: This changes the entire relationship. You've gone from a machine that said "No" to a partner that said, "Not right now, but here's how." You are building a long-term relationship.

Solution 3: Pivot the Product (The Alternative Pathway)

This is the most advanced, and most helpful, solution.

Suggest Alternative Products: If the user needs more, maybe this product is wrong for them.

1. The Message: "This personal loan has a max of $30,000 for your profile. However, you might be eligible for one of our other products. Would you like to explore a Business Loan or Loan Against Property?"

Offer Partial Fulfillment: The $30,000 might not solve their $50,000 problem, but can it solve part of it?

1. The Message: "We understand you need $50,000. Are you willing to proceed with the approved $30,000 for your immediate needs? You can apply for a top-up loan in 6 months."

By tackling these three distinct problems with specific, empathetic, and transparent solutions, you do more than just reduce a drop-off rate. You turn a high-friction, high-anxiety moment into a smooth, trustworthy, and human experience. You build a brand that people will not only use but will recommend to others.