Client Ask
Allow banking application customers to increase their credit limit as easily as possible
Current State
Authenticated users in the mobile application were unable to increase their credit limit while remaining in the app. In order to complete the request the user had to exit the app, navigate to the secure banking site, authenticate themselves again and then go through the process on the secure site.
Ideation + Execution
The client had requested that we make the process as streamlined as possible for the customer so we began by mapping out the most common scenarios a customer would encounter while trying to increase their credit limit and then determined the fewest number of steps that would cover all of those scenarios.
Scenario 1:
The customer has a pre-approved credit limit increase available that satisfies their desired increase
In this scenario, after choosing the “Increase Credit Limit” quick link on the specific credit account page, the customer is presented with the pre-approved offer and given the choice of accepting the pre-approved offer or requesting a different amount. The customer chooses to accept the offer, is asked to confirm their employment information and gross annual income, submits their choice and is greeted with the approval message as well as a summary.
Scenario 2:
The customer wants a different credit limit increase than the pre-approved increase
If the customer chooses to request a different amount for their credit limit increase they are presented with a form field in which they enter their desired increase amount before confirming their employment and income information.
If their requested increase is lower than the pre-approved offer they are granted the full amount and given a summary.
If the requested increase is higher than the pre-approved amount they are told that the full increase could not be granted, but that their credit limit has been increase by the pre-approved amount. They are given a summary of their new credit limit as well as guidance that they can visit a branch if they would like to review the decision.
Scenario 3:
The customer has maxed out their credit limit and cannot increase it further
If the customer does not have any increase room available, they are presented with a message explaining this after selecting the “Increase Credit Limit” quick link on the specific credit account page. They are also offered guidance that they can visit a branch if they would like to review the decision.
Solution
We were able to fulfill the client’s request to drastically streamline the process by leveraging the fact that the customer would already be authenticated in the app and that we would be able to place a call to the database to retrieve any information we already had about the customer. Instead of asking the customer to provide all the information needed to asses whether or not they were eligible for a higher credit limit again, we could simply pull it and provide them with the opportunity to adjust the information that would possibly impact their eligibility (i.e. their employment information and income).
By using information that the bank already had about the customer we also reduced the amount of time and effort needed from the customer and created a personalized experience for them.
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