Wisr – Liger Lending Platform

As a pioneer in non-bank digital lending, Wisr has responsibly lent over $1.7B to prime credit customers in Australia since 2015. Amidst the global financial crisis, we doubled down on our commitment to responsible lending. We recognised that part of the changes to lending rules meant more accountability on both us and applicants to supply accurate information. So we asked ourselves, how might we build a modular, scalable lending platform to empower our under-the-pump team to process loans with speed and accuracy and also provide a positive and easy experience for customers?

Liger embodies user-centric design, being a tool used daily by our operations team, spanning credit, payments, & customer support. It allows our team to track loans in real-time & enable connected & segregated decision-making throughout the loan application life-cycle through features such as a universal application checklist, daily summaries and live queues for both teams & individuals. We approached the design of Liger as a branded product, creating ownership through naming and setting up a constant feedback loop for user-led improvements. Our power-users were identified as champions of change & became key to co-designing, testing, celebrating & driving the transition from the previous to new platform.

The Liger lending platform has empowered our in-house team, created business impact & most importantly, been a critical enabler in delivering our mission. The time for staff to complete tasks without error has been reduced, providing opportunity to scale the business without linearly increasing headcount. Beyond metrics, the implementation & optimisation of Liger fosters an ongoing culture of collaboration and innovation. From credit, product, engineering, risk, data & design – it’s a collective effort driving towards shared success for both us & our customers. As our proprietary technology, Liger reflects our commitment to evolving with the changing landscape of responsible lending and customer excellence.

Liger is built on the user experience principles of consistency, accuracy, & simplicity. Key features include: - Instantly access customer details whilst on calls. - See loan progress in real-time for prompt customer follow-ups. - Easily track uploaded bank statements, pending documents, & signed contracts. - Organise and find loans efficiently with customisable sorting, filtering and enhanced search - Experience a smooth, semi-automated verification process for speed and consistency through a checklist feature - Navigate through loans effortlessly with lightning-fast hotkeys The measurable outcomes of Liger demonstrate impact for our customers, business and teams. - The inclusion of a standardised application checklist has resulted in the automation of 90% of the ID verification process - Applications needing a certified ID were reduced from 5% to 1% - Post-loan settlement net promoter score of +78 with positive feedback from customers: “Straightforward application process with only critical information required for assessing the application” - High engagement with our internal teams, with 33 team members are a part of the liger-feedback user group and provide ongoing feedback on shipped features and new ideas. - “It saves so much time. I’m learning all the shortcuts. I’m very impressed.” - “It is a 100% easier to work with it even on a small screen”