CUSTOMER ONBOARDING STRATEGY
When a customer originates a personal loan through Prosper, the default onboarding journey lacked a warm welcome as well as educational information to guide the customer through the onboarding experience. I collaborated with the client’s in-house CX team to map out a new multi-touch client onboarding journey which layered in informational themes per email, digestible content, and an appropriate flow of customer service and assistance Prosper’s in-house UX team then built the campaign creatives based on my strategy.
Results
When A/B tested against the default journey, the new onboarding experience received a 20% Higher Net Promoter Score.
The strategy for this series also won a 2019 Gold Marcom Award.
Role
Creative Director
Strategist
Deliverable
Journey Flow
Strategy
Additional Credits
Wacarra Yeomans, CX Strategy
Prosper UX Team, Design
Onboarding Strategy
Multi-Touch Series
The internal UX team at Prosper took my strategy documentation and built the following creative for a multi-touch email series.