Problem
Customers frequently misspelled their email addresses during loan applications, resulting in unsuccessful loan searches and a poor experience. Observed through FullStory analytics and interviewing, the issue also led to inaccurate data being shared with partners — complicating customer identification during credit searches.
Objective
Guide customers into entering accurate email addresses, improving data accuracy for partners — and lift conversion and revenue per application along the way.
What we did
- Behavioural analysis. A deep dive into FullStory analytics showed over 80% of customers used popular email domains.
- Solution implementation. An email suggestion feature auto-suggesting domains, plus real-time format validation guiding users to correct errors immediately.
- Partner collaboration. Enhanced verification so partners received accurate customer data for credit searches.
- Testing & iteration. Usability testing and iterative design cycles optimised for clarity and effectiveness.
Outcome
- Email validity improved by over 60% across all products, reducing failed searches.
- +0.2% conversion and +2.5% revenue per application.
- NPS up 25% — less frustration, smoother applications, better partner data.