Projects > Americor > Secure Link
Problem
Only 25% of users confirmed their debt settlement offer. They had 48 hours to decide — a legal and emotional window with no room for delay.
The target: push confirmations to 45%.
Research
We reviewed behavior and session videos, and started with a hypothesis:
What if users don’t understand the offer?
Prototype
We redesigned the offer screen: better structure, simpler language. It helped.
Confirmations went up to 40%.
Research again
We were close to our 45% goal.
Just 5% to go. But like the last 5 lbs, it was the hardest to move.
Research showed: 10% of users never registered.
Not by mistake — by choice.
They felt overwhelmed. Avoided logins.
So we asked:
What if they didn’t need the portal at all?
New Prototype
We built Secure Link:
A personalized email that logged the user in automatically.
and led to a one-step confirmation page. It took less than a week to test and roll out.
No portal. No login. Just: open → confirm.
Outcome
Confirmation jumped to 47%
After a small timing tweak → 56%
Support tickets dropped
Low-tech users finally completed the flow.
Learning
People don’t avoid action. They avoid friction.
The best Design often looks like no Design at all.