Secure Link:
How We Reached 56% of Confirmations
When I worked on the Client Portal team at Americor, one of our core flows was helping users confirm debt settlement offers. These offers were time-sensitive — users had about 48 hours to say yes.
The problem? Most weren’t saying yes in time.
The Solution
We assumed users didn’t understand the offer, so we redesigned the explanation screens. That helped — confirmations went from 25% to 40%.
But we were still under our goal of 45%. And something felt off.
That’s when I realized — maybe it wasn’t a clarity problem. It was an access problem.
Research
What we found
Around 10% of users had never registered for the portal.
They didn’t forget — they actively avoided it. These were people already under financial stress — and we were asking them to log in, navigate, and act fast. That wasn’t empathy. It was friction.
So instead of creating the 10 marketing emails about benefits of client portal what if we ask the question:
What if they didn’t have to log in at all?
How We Work
We created something we called Secure Link — a secure, personalized email that authenticated users and dropped them right into a mobile-friendly, one-tap confirmation page.
No login. No portal. Just: open → read → confirm.
We built and tested it in a week. It felt small — but it changed everything.
The Results
What happened next?
Confirmations jumped to 47%
After we adjusted timing, we hit 56%
Support tickets dropped
The experience felt lighter, faster, and more human