2016 Winner Profile

Discover Financial Services

Project Description:
To support the needs of the diverse range of their student loan customers, in 2014 America's cash rewards pioneer Discover Financial Services' redesigned their customer digital experiences. The Financial Services provider committed to keeping the project simple, personal and mobile-optimized. As the Discover Student Loan (DSL) digital experiences were redesigned, the project focused on meeting the unique needs of their millennial customers. By providing their DSL customer with simplified processes, an easy to use and personalized dashboard and optimized for mobile with text alerting, the DSL business is now seeing 1.5 times more unique mobile visitors using the application, with 20 percent of all applicants opting in for the real-time status text alerts which drives down their over-all loan processing time.
Business Functions:
Customer Service or Support
Business Goal:
Customer Experience
Glenn Schneider, CIO
Riverwoods, Ill.
Financial Services (e.g. Banking, Broker and Dealers, Exchanges)
View All 2016 Winners »