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Fintech · Mixed Methods

Understanding how communication gaps shaped the debt experience

Creditas identified high delinquency among active individual customers from partner companies. The research aimed to understand what was driving delinquency, how customers experienced collections, and whether communication was helping them understand and manage their financial situation.

My Role: As UX Researcher, I helped structure the research, conducted customer interviews, analyzed qualitative and quantitative evidence, incorporated perspectives from the negotiation team, synthesized findings and translated them into actionable opportunities connected to product and business goals.

Research Scale

Mixed-methods research approach

82

Surveyed customers

6

In-depth customer interviews

2

Negotiation team interviews

52.5%

Baseline contact rate

• Evidence & Insights

Key findings from the field

61%

Unreceived communications

Late awareness

Contradictory offers

Some customers only realized they were delinquent during the research interview itself.

Customers with outstanding payments could still receive new credit offers, creating confusion.

61% of surveyed customers reported not receiving collection-related communication prior to escalation.

Payroll deduction gaps

Status & support barriers

Gaps appeared around payroll deductions during specific work situations such as vacation or leave.

Customers experienced difficulties understanding payment status and getting support when issues occurred.

/ Systemic Insight

The issue was not simply whether customers paid. Different parts of the experience were sending inconsistent signals about their financial status. Communication, product information, collections and credit offers needed to work as a more coherent journey.

From Findings to Action

Actionable product opportunities

Notification Channels

Payroll & Leave Policies

Automated Alerts

App Reconciliation

Improve collection notifications and communication channels for customers outside WhatsApp Business.

Clarify loan and payroll-deduction policies during customer vacation or leave periods.

Create automatic alerts related to installment removal and real-time payment status.

Improve app information layout and payment reconciliation visibility for self-service support.

— Business Alignment & Impact

Connecting customer experience to business priorities

Recommendations were directly connected to existing business goals and OKRs, including improving the B2C digital experience and addressing a baseline Contact Rate of 52.5%. Additional strategic opportunities included reviewing credit offers shown to customers with outstanding issues and improving post-termination communication.

Research impact positioned as connecting fragmented customer experiences to concrete product, communication, and operational opportunities aligned with organizational business priorities.

Creditas Delinquent Customer Discovery Synthesis

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