Global Credit Services Company

Experience strategy and process discovery for modernizing the credit application journey, from eligibility checks through approval and card activation.

The Situation

Legacy systems, manual workflows, and cross-channel touchpoints slowed a credit application process that needed to become digital without compromising the judgment and controls the business depended on. Multiple internal teams owned different parts of a journey that applicants experienced as one.

How I Worked

Began with a comprehensive analysis of the legacy systems, manual workflows, and every channel involved in the application process.
Mapped the end-to-end journey, from eligibility and approval through activation, including the handoffs between each stage.
Used those insights to design a streamlined digital workflow that the organization could realistically implement and operate.
Kept experience strategy closely connected to the business units responsible for adopting and sustaining the new process.

What Followed

The engagement produced a clearer picture of the current state and a designed path to a modern application experience, one that treated the applicant journey as a single product, not a chain of departmental systems.