The result was an end-to-end optimised communication with a consistent and comprehensible terminology and clear instructions. The early agreement on a shared glossary was particularly crucial for achieving the goal. In addition, the timing of the communication test was also important: in order to obtain the most realistic reactions possible from the test participants, the tested process should be as similar as possible to the final process. At the same time, however, there had to be enough time before the launch to implement any optimisations after the test.
Customer benefit and measurement of success
The success of the entire project "The new Cumulus Credit Card" can be seen in the following KPI: 3 minutes and 33 seconds is the fastest registered time of a real user from application start to confirmation message. This was achieved through smooth user guidance across all channels, including consistent communication. The project confirmed: Instant Issuing has successfully established a credit card innovation.
We were also particularly pleased that the "Self-Service Onboarding of the Cumulus Credit Card" project submitted together with Viseca and our partner BlueGlass was awarded silver in both the "Digital Commerce" and "Technology" categories of the Best of Swiss Web Award 2023.