Medallia Digital Experience Analytics
20 Case Studies
Case Study: The Loan Exchange boosts form completions with Medallia Digital Experience Analytics
A Medallia Digital Experience Analytics Case Study
The Loan Exchange Website Redesign Delivers Immediate Results
The Loan Exchange, an entirely online platform connecting borrowers with lenders, faced the challenge of optimizing its digital experience, particularly for the 75% of loan applications occurring on mobile devices. Their goal was to identify and resolve persistent pain points within their application process that were causing user frustration and abandonment. To achieve this, the UI/UX design team at The Loan Exchange utilized Medallia Digital Experience Analytics (Decibel) and its Digital Experience Score (DXS) to quantify issues and prioritize improvements for a website and mobile app redesign.
Medallia Digital Experience Analytics provided the intelligence necessary for the redesign, revealing specific problems like inappropriate loan amount ranges and a complex password requirement. Using these insights, The Loan Exchange implemented a solution that significantly improved the user experience. The results were immediate; within the first 30 days, form interactions increased by 108% and form completions, a critical revenue metric, increased by 8%. The DXS Navigation and Form Scores also saw substantial improvements. Medallia continues to be a key partner as The Loan Exchange expands its offerings.
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