Just found out a UX horror story of a leading Pakistani bank. A year or so ago, HBL introduced the option to avail loans directly through the mobile app within minutes, without any paperwork.

In theory, this sounds like a great step forward for digital banking. It wasn& #39;t.

The thing is, this option appeared as a popup screen as soon as you logged into the app. It had a picture, some text and Yes/No buttons to begin evaluation of your loan. This was also all in English.

Now for someone who cannot read English, or at least not read it properly, if they& #39;ve opened the app to view their balance the & #39;Yes& #39; for them is to just get to the screen they& #39;re always used to seeing.

And by clicking & #39;Yes& #39; they have effectively applied for a loan without realizing. This is what happened with the driver at our company a year ago.

And after a while, this is the message that appeared. Note that there is also no button to dismiss this notification. So once someone clicked Avail - again, to get to the screen that they& #39;re used - they were instead taken to another screen to choose their loan amount.

One thing leads to another, and you have someone who did not want a loan getting the loan and paying it back with 25-35% interest. This is a nightmare for someone who already has financial limitations, and doesn& #39;t understand what just happened.