Insight 1

Users prefer products in their local language

All users felt apps were better understood in a language they conversed in

100%

of the users chose Hindi over English as the language for the app

30%

of the users could read English but still wanted the app to be in Hindi for better understanding

20%

of the users could not read English at all and only knew Hindi

Insight 2

Users prefer 'spoken' language over 'literary' language

All users felt the Hindi used in apps had to be the spoken form of the language with a mix of English words

60%

of the users could not understand literary words like 'Paatrata', 'Dastaavej'

50%

could understand all the Hindi words but still preferred the language to be simplified

30%

preferred English words of common usage like 'Eligibility' over literary Hindi words

Insight 3

English words need to be used with discretion

Understandability of certain English words were low among users leading to apprehension to use the app

40%

of the users did not understand words like 'skip' and 'application'

60%

of the users felt English words enhanced explainability but only if the word was common in 'Hinglish' as well

20%

of the users confused 'credit' and 'application' for other usage of the same words

Insight 4

Knowledge of financial terms is low to nil among users

Users relied on additional assistance through audio-visual or verbal cues to understand financial terms

60%

of the users could not understand terms like EMI, Credit and Average Income

40%

of the users had prior knowledge of the loan process and therefore aware of financial terminologies

90%

of the users opted for audio cues over text when stuck with financial terms