TrueAccord is redefining the collections experience. In order to grow as a company and continue to revolutionize the industry, we’ve redesigned our website to better reflect our dedication to a positive user experience!
Designing for the user
Being a leading modern debt collection solution means striving to provide a better experience for consumers in debt and creditors alike. The first step in this design process was revamping the website architecture to reflect our business growth, with industry and role-specific pages, as well as more details around our unique product and superior performance.
If a user arrives on the site without any knowledge of AI or machine-learning, we still have to be able to explain what we’re capable of! This is why we’ve also included our awesome product showcase video below and directly on the homepage!
Designing for the future
We recognize that the collections industry is often cast in a negative light, and TrueAccord is here to create an empathy-driven collections experience. Right now, not everyone fully understands what that means. Having a platform for our brand’s voice and mission means we can more accurately and effectively reach creditors looking for a collections solution.
With this improved website redesign, we can ensure that when a creditor is looking for a new collections strategy, they recognize that today’s customers expect a service that considers their experience. We know that the future is digital, and now we can share evidence of that with everyone! By proving that we’re worth listening to and making TrueAccord a collections authority, we will redefine the industry.
The impact of change
I had the chance to sit down and speak with Shannon Brown, TrueAccord’s Head of Design and lead designer on the website rebranding, and Vivian Chau, Senior Manager of Brand and Content Strategy, to discuss the intent behind the redesign, the power of future-proofing our strategy, and what’s next for TrueAccord’s image.
How do you feel the new site will help us better serve our audiences?
Brown: The first thing, I think, is that we’re a digital-first, technology-driven company in an industry that isn’t always fluent in the language of technology.
Chau: Right, we knew that the website had to showcase what makes us a leading tech and customer-focused collections service, and the next step in drawing attention to that is having a website that helps potential clients learn about how collections fits into their revenue cycle management.
We still want to be able to showcase our modern collections approach and how we leverage machine-learning, but the heart of that is driven by customer empathy.
With dedicated sections on industry-specific information and more details highlighting our product performance, I’m excited to share and build upon TrueAccord’s new digital storefront.
Brown: We also worked closely with our sales and client services teams to understand questions our clients have and included a Solutions section to better address how TrueAccord can help businesses across different industries and roles.
That leads to the next question, then: are there any features of the new site that you’re especially excited about?
Chau: Yes! I’m particularly excited to have our new website on a standalone Content Management System. Our content team will be able to add and optimize the website without having to ask for Engineering help which gives us a lot of flexibility. I see this project as a jumping off point for our marketing and brand initiatives, as our website, as should our brand, needs to continually evolve and change with the company as it grows.
Brown: Speaking of growth: we’re working to attract top talent here, so I’m excited about our revamped careers page. It truly reflects the experience of working at TrueAccord and gives prospective employees more information about what it’s like here. Part of that TrueAccord experience is that we’re working to stand out in the industry.
Our new About Us section really highlights our commitment to empowering consumers and delivering great user experiences, and that our mission and company values tie everything together.
You both touched a bit on the impact that a clearly stated mission has on a company’s brand reputation. How did you go about the design process knowing with TrueAccord’s consumer-driven mission in mind?
Brown: We wanted to give consumers a space on the site. A lot of consumers receive an email from us and come to TrueAccord.com to see what we’re all about. The previous website spoke to our partners, but didn’t really give consumers information about how the TrueAccord experience can benefit them!
A big part of that was redirecting our focus to how our technology increases recovery rates and creates great consumer experiences instead of explaining the technology itself.
Chau: It was important too that we created something that was easy for everyone to understand. We still want to be able to showcase our modern collections approach and how we leverage machine-learning, but the heart of that is driven by customer empathy. The redesign articulates that and the hope is that it excites prospective clients and potential job candidates.
TrueAccord is on a mission to change debt collection for good. With powerful tools in place, we continue to expand and grow and better showcase our product, highlight our performance, and demonstrate our values to clearly illustrate what sets us apart in the collections space.