Credit Fix
Transforming debt support into a market-leading digital experience.
- Services
- 360 Discovery Strategy
- Industry
- Finance
- Client
- Credit Fix
Although debt management is a rapidly growing segment, it remains significantly underserved from a digital experience perspective. In the UK alone, total personal debt has reached approximately £1.86 trillion, while millions of consumers continue to struggle with limited savings and increasing financial pressure.
Timberyard led a comprehensive discovery phase for Credit Fix, mapping customer journeys, benchmarking competitors, and assessing the existing technology stack to uncover key friction points and opportunities to transform engagement. This work defined a market-leading customer experience, a scalable technology foundation, and a clear transformation roadmap.
Customer Experience Discovery
Through Customer Experience Discovery, we combined persona analysis, competitor benchmarking, and end-to-end journey mapping to assess the current experience. This revealed high upfront friction from complex onboarding, limited guidance, and no ability for customers to track progress or re-engage.
In response, we defined a future-state experience that simplifies onboarding, introduces a persistent customer account, and delivers more personalised, guided journeys.
Technical Discovery
In parallel, Technical Discovery defined how this experience could be delivered at scale. We designed a scalable, API-first architecture, introducing a headless CMS for omnichannel delivery and integrating core systems, CRM, and third-party services.
At the centre is a unified customer hub, giving customers a single place to manage their information, track progress, and receive personalised support throughout their lifecycle.
Strategic Outcomes
The resulting strategy enabled Credit Fix to define how they can transform their proposition to lead the market. This was underpinned by full funnel analysis, identifying where the greatest revenue opportunities exist, alongside a clear technical roadmap outlining how the transformation can be delivered.
2.8m
Britons have persistent credit card debt
65%
Of consumers used a financial app in 2024
39%
Debt helpline callers wait a year or more before seeking help
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