> For the complete documentation index, see [llms.txt](https://docs.uptiq.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.uptiq.ai/retail-lending/user-journeys/applicant-journey.md).

# Applicant Journey

Follow an applicant from product selection through signing and funding.

Almost everything a customer is asked comes from configuration. The portal loads the published Flow Designer flow and each selected product's own sections. If no flow is published, the customer sees "We couldn't load your application form".

> **The customer experience is assembled from your published flow and selected products.** Configuration determines most questions, documents, and offers.

{% columns %}
{% column %}

#### Customer journey

Choose products, verify identity, complete forms, provide documents, review, submit, and sign.
{% endcolumn %}

{% column %}

#### Financial Institution (FI) configuration

Define product sections, applicant flows, eligibility, disclosures, and workflow behavior.
{% endcolumn %}
{% endcolumns %}

{% hint style="warning" %}
Publish the Flow Designer flow before testing intake. Without one, applicants cannot load the application form.
{% endhint %}

### Step by step

The path at a glance. Each box is a step below, and the paths show where the applicant can be stopped or waits.

<figure><img src="https://2966508920-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Ff06WQMAu97E0STor0yyS%2Fuploads%2Fgit-blob-2982c24131a9dd085c9cdd224a09136b1add37ea%2Fapplicant-journey.png?alt=media" alt="Flowchart titled Applicant Journey for Retail LOS. The applicant chooses a product, accepts consents and verifies an email, completes the application wizard, and the identity check starts. A failed check stops the application online. Otherwise the applicant answers product questions and uploads documents, invites co-applicants if needed, then reviews and submits. The outcome is approved with offers, in Underwriting Review, or declined. An approved applicant accepts an offer and signs, and the file moves to Closing, then Funding."><figcaption></figcaption></figure>

{% stepper %}
{% step %}

#### Start screen

The customer chooses Individual or Business, then picks products. "Credit Products" allows one choice. "Bank Accounts" allows several. They tick two required consents: electronic records and signatures, and terms and authorization.

Products shown come from product configuration. See [Starting an Application](broken://pages/802GfCWuEgm8kc5qwK7F).
{% endstep %}

{% step %}

#### Verify the email (magic link)

The customer enters an email and receives a sign-in link. There is no password. If the email already has applications, they see "Found existing applications" with Continue or View Details.
{% endstep %}

{% step %}

#### Application wizard

A progress list on the left shows the steps. Each step can be a standard step, a product application step, a document upload step or a review and submit step. The footer offers Back, Withdraw Application, Save and Continue Later, and Continue.

Steps, sections, fields and rules come from Flow Designer. See [Flow Designer](broken://pages/ppvXFPRK3dMvYLASFBML).
{% endstep %}

{% step %}

#### Prefill and identity

The customer can connect a bank through Plaid or Finicity to fill in their details instantly. The identity check (KYC) or business check (KYB) starts when the application draft is created. A result pop-up shows passed, needs review, or failed.
{% endstep %}

{% step %}

#### Product-specific questions

Each selected product contributes its own sections, such as loan purpose, amount and term, features and pricing, disclosures, eligibility, card choice and deposit funding. Shared sections are merged so the customer answers once. See [Application Flow](broken://pages/jft1YA1uw5NGn0Y68mcX).
{% endstep %}

{% step %}

#### Documents

A Documents Package lists the required documents for the chosen products. Files are classified automatically, and data is read from them to fill empty fields. See [Documents, Disclosures, and Eligibility](broken://pages/IZyXaFaXK4lODJk6aTLS).
{% endstep %}

{% step %}

#### Co-applicants and added people

The main applicant can invite a co-borrower, co-owner or guarantor by email. The invited person completes their own form on their own device. Submission waits until every invited person has finished.
{% endstep %}

{% step %}

#### Review and submit

A full recap with sensitive values masked. On Submit, a pop-up requires the customer to read each disclosure to the end and tick the consents.
{% endstep %}

{% step %}

#### Outcome

The customer sees approved with offers, "In Underwriting Review", or "Application Declined". Deposit accounts show "Ready to open". Staff see the same application in the [Application Record](broken://pages/JFF4ngUInPlRk5SpVF7A).
{% endstep %}

{% step %}

#### Offers and signing

Term loans show one offer card per term. Credit cards show an approved limit. Lines of credit show one or two limit options. The customer accepts, then signs the agreement inside the page.
{% endstep %}

{% step %}

#### After signing

The file moves to Closing and then Funding in the staff portal. The customer is told no further action is needed. See the [FI Staff Journey](/retail-lending/user-journeys/fi-staff-journey.md) for what happens on the staff side.
{% endstep %}
{% endstepper %}

### Saving, resuming and withdrawing

{% tabs %}
{% tab title="Save and resume" %}

* The application saves on **Continue** and **Back**.
* It also saves automatically shortly after typing stops.
* **Save and Continue Later** emails a link back to the same application, on any device.
  {% endtab %}

{% tab title="Withdraw" %}

* Before submission, a customer can withdraw the full application or selected products.
* The portal does not request a withdrawal reason.
* After submission, the customer cannot withdraw in the portal.
  {% endtab %}
  {% endtabs %}

### What your FI controls, and what is fixed

| Area                         | Controlled by configuration                                      | Fixed in the portal                                       |
| ---------------------------- | ---------------------------------------------------------------- | --------------------------------------------------------- |
| Products on the Start screen | Product category, sub-category, name, description, feature tags  | The two groups, and one credit product plus many accounts |
| The questions asked          | Everything in the Flow Designer flow and each product's sections | Button labels and save messages                           |
| Bank prefill                 | Which providers are on (Plaid, Finicity, document upload)        | Card wording                                              |
| Identity checks              | Whether they run, set in the workflow                            | Result pop-up wording                                     |
| Disclosures and consents     | Documents and consent labels per product                         | The read-to-the-end rule and the Start screen consents    |
| Offers                       | Rates, amounts, terms, expiry date, card content                 | Offer screen wording and layout                           |
| Branding                     | Logo, colours, fonts, favicon, tab title                         | Support email, phone, and some green focus colours        |

<table data-view="cards"><thead><tr><th>Configure the experience</th><th data-card-target data-type="content-ref">Guide</th></tr></thead><tbody><tr><td>Build reusable applicant flows, sections, and fields.</td><td><a href="broken://pages/ppvXFPRK3dMvYLASFBML">Broken link</a></td></tr><tr><td>Build the application form for one product.</td><td><a href="broken://pages/jft1YA1uw5NGn0Y68mcX">Broken link</a></td></tr><tr><td>Configure product terms, documents, decisioning, and lifecycle.</td><td><a href="broken://pages/h1BRHsVc3cwuzs0gW1IM">Broken link</a></td></tr></tbody></table>

### Other applicant-facing flows

{% hint style="info" %}
The current multi-product intake runs at the site root. The `/apply/<tenant>` link opens the older single-product intake.
{% endhint %}

* **Document request link:** a no-login page where a customer uploads requested documents. FI staff and Partners (Brokers) can send it. See [Request Documents from an Applicant](broken://pages/V8vzZnGzI3OC9KvmjkZS) and the [Partner Journey](/retail-lending/user-journeys/partner-journey.md).
* **Older single-product intake:** the tenant link `/apply/<tenant>` still opens the older flow. The current flow is at the site root.

<table data-view="cards"><thead><tr><th>Related journeys</th><th data-card-target data-type="content-ref">Page</th></tr></thead><tbody><tr><td>What FI staff do with the application.</td><td><a href="/retail-lending/user-journeys/fi-staff-journey.md">FI Staff Journey</a></td></tr><tr><td>How Partners (Brokers) submit deals.</td><td><a href="/retail-lending/user-journeys/partner-journey.md">Partner Journey</a></td></tr><tr><td>All journeys side by side.</td><td><a href="/retail-lending/user-journeys.md">User Journeys</a></td></tr></tbody></table>

***

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<p align="right"><em>Maintained by</em> <mark style="color:green;">Abhishek Paul</mark><br><code>AI-assisted, human-approved</code></p>
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<div align="left"><img src="https://2966508920-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Ff06WQMAu97E0STor0yyS%2Fuploads%2Fgit-blob-d034645b4f8f8ee661985f5306b60ded3289653c%2Fmaintainer-abhishek-paul.png?alt=media" alt="" width="60"></div>
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