Credit Card Abanonment Journey

6 min

Purpose: This scenario follows Sarah Johnson, a potential customer, through the process of starting but not completing her credit card application with SecurFinancial. The goal is to track abandonment points and re-engage Sarah by sending timely reminders, increasing the likelihood of her returning to complete the application. This helps SecurFinancial optimize their application flow and improve conversion rates.. By tracking abandonment points and sending timely reminders, we aim to guide users like Sarah back to their application, encouraging them to complete the process and secure the benefits of a SecurFinancial credit card.

Benefits:

Improved Conversion Rates: Personalized reminders prompt users to complete their applications.

Enhanced Customer Engagement: Push notifications and emails help re-engage users who might have been distracted or unsure.

Better User Experience: We can refine the application process based on insights into where users drop off.

Higher Approval Rates: By reminding users to finish their application, we increase the likelihood that they will become approved cardholders.

Before You Begin:

Prerequisites:

Make sure you have the DSN Demo Mobile App installed.

Switch to the SecurFinancial public project in the mobile app, or scan the QR code in the app settings to begin the demo.

Profile Setup:

Ensure you have a profile already set up in AEP.

Steps for Completing the Credit Card Application

Here is a step-by-step guide of how Sarah, a potential customer, interacts with the application process and receives reminders when she abandons her journey.

Sarah is interested in finding a credit card that offers rewards and better rates. She logs in to her SecurFinancial account and browses the available options on the website.

Register and/or login into the website. Before you will start the scenario, make sure the email adress is visible in profile viewer. Switch to Credit Cards tab.

After reviewing the credit card options, Sarah selects one that aligns with her needs — a card with great cashback offers. Excited, she clicks "Apply for Credit Card."

Open Credit Card subpage, select one of the cards. Click "Apply now" button

The application form opens. Sarah begins filling out her details, such as name, address, and financial information.

The form should be prepopulated with data, if you are logged in the website.

However, mid-way through the form, Sarah gets distracted and abandons the form.

You can finish on step 1, or 2 - the abandonment flow will work until you won't submit the form.

To help Sarah stay on track, she receives a push notification on her phone and an email, gently reminding her to complete the application. The email provides a direct link to the application form, making it easy for Sarah to pick up where she left off. Sarah goes to the home page of SecurFinancial and see additional message reminding her about the application.

If you are logged in the mobile app, you will get a push message. You will also get an email message regarding finishing the credit card application. You can also go back to the SecurFinancial home page and show the banner - a reminder about the form powered by Experience Decisioning.

Encouraged by the reminder, Sarah returns to the form, completes the remaining fields, uploads any necessary documents, and submits her application.

Either click on the banner on the home page, or link in the email. Complete the Credit Card Application Form.

Sarah receives a confirmation email thanking her for completing the application, along with a push notification confirming her submission. These notifications reassure her that the process is complete and that SecurFinancial will review her application shortly.

The email message contains a personalized credit card with Sarah's details. This feature is an example of Dynamic Media in AJO.

Summary:

Tracking the abandoned credit card application journey allows SecurFinancial to effectively re-engage users who may have paused or abandoned the application process. By sending timely push notifications and email reminders, we can encourage users like Sarah to return, complete the application, and submit it. This enhances the user experience, increases application completions, and helps ensure that potential customers can enjoy the benefits of a SecurFinancial credit card.

Journeys & Campaigns:

Credit Card Application Reminder - Web - Experience Decisioning Campaign

SecurFinancial - Credit Card Application Process - journey responsible for sending communitation to the user

Audiences:

SecurFinancial - Credit Card Abandoners

Dynamic Media:

Used in SecurFinancial - Credit Card Application Process Email Template.