For this project I had to identify all of our delinquent accounts for any bottlenecks in the collections process and reduce outstanding balances. I managed to find 25 delinquent accounts and discovered that that the main issue was a lack of consistent customer engagement and a need for flexible payment options. After this I decided to establish an engagement schedule and offered flexible terms tailored to customer needs. Which resulted in successfully clearing 84% of the delinquent accounts (reducing the number from 25 to 4).

First I would do a full run of the digital product, while recording this session, then watch the video and write down anything that might seem abnormal. Rinse and repeat while documenting everything on an excel sheet to record the frequency and of these issues and when they are occurring.