Case Study: ACE Cash Express increases loan applications by 1,000 with Medallia Digital Experience Analytics

ACE Cash Express Form Improvement Increases Monthly Loan Applications by +1000

ACE Cash Express, a financial services provider, needed to increase the number of online loan applications processed through its website. Their challenge was a lack of insight into why users were abandoning their application forms, as tools like Google Analytics and VoC metrics could identify problems but not their root causes. To understand how people were actually using the forms, they turned to the Medallia Digital Experience Analytics platform.

Using Medallia Digital Experience Analytics, the team employed form analytics, session replays, and heatmaps to uncover specific experience problems. This revealed issues such as inadequate pre-application messaging, malfunctioning form fields, confusing instructions, and out-of-date third-party integrations. By addressing these problems, ACE Cash Express increased its form conversion rate by 1.5% and saw a massive increase of over 1,000 monthly loan applications, successfully creating a roadmap for a new website design.

ACE Cash Express

Everett Meredith

Director of eCommerce