Concora Credit Mobile App
Concora Credit is a credit card servicing company that helps non-prime customers get access to credit. In my tenure as a UX Designer at Concora Credit, I’ve had the opportunity to work on many features and projects for our mobile app and corresponding account management site.
Account Consolidation Project
Product
Mobile App & Web Account Management
Year
2024
Role
UX Designer for Mobile App
The Problem
Login credentials based on product/brand was causing a disjointed experience in an app that services multiple products.
Up until this point, the majority of Concora Credit customers only held one card from them. As the number of customers with multiple cards grew, a funky edge case became a glaring issue and terrible user experience.
Customers had unique login credentials for each of their Concora Credit accounts.
Branding Priorities
This project came shortly after the company rebranded. It was a clear opportunity to bring our customers under the same roof and build Concora Credit brand awareness.
Creating a Universal Login
Creating a universal login for each customer was a known necessity for both company operations and customer experience sake.
However, the current app information architecture was still catered to one single account. There was a potential to make it even more confusing which account a customer was making a payment on.
The isolated(one account) environment of the current app would become beneficial when communicating which account a customer was servicing.
Instead of overhauling the information architecture, we created a layer between login and account management for the ‘customer’ level. This allowed customers to access individual accounts and accomplish high-touch actions quickly. Customers also continue to see a distinction between accounts when completing tasks.
The Results
Customers were alerted of the changes via interstitial and email, walking them through a flow where they chose new global login credentials.
Account Consolidation achieved a 50% increase in customer self service via the mobile app and web platforms. Agent servicing dropped to less than 10%, eliminating a large number of customer service calls.
