Provident Financial Satsuma Loans

In 2013, Provident Personal Credit Ltd., a division of Provident Financial Group, based in Bradford, United Kingdom, launched Satsuma Loans, a new digital property that provides affordable short-term credit to customers.

The Challenge

However, after after a two-year proof of concept period, the team realized that they had yet to address some fundamental customer experience issues on their site. Namely, they had no secure self-service user on-boarding and profile management. Without providing login functionality, they were essentially treating all visitors as “guests,” with no difference between a new user’s experience and that of a repeat customer.

  • Went live in less than 4 months
  • 20% increase in Average Loan Value
  • 402,000 logins in 4 months without service issue
  • Enabled data privacy compliance