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Financial services
Financial services · Member experience

Onboarding, retention, and channel unity — measured on member outcomes.

We build digital onboarding, retention, and channel-unification systems for financial services — one journey at a time, with a written outcome contract on every engagement.

Member experience outcomes

3.4x
Onboarding completion

First-time digital members, post-cutover

44%
Channel handoffs eliminated

Authenticated session continuity, post-rollout

27%
Retention lift, year one

Engaged members vs. baseline cohort

90 days
Pilot to production

Median, scoped onboarding journey

Engagement model

How we work with product and member experience teams.

A four-phase path from journey audit to a measured production outcome. The same principals across all four phases.

012 weeks

Journey and channel audit

Member journey mapping across digital, branch, contact center, and back office — with a written list of the handoffs that cost you completion, retention, or both.

024 weeks

Pilot scope and outcome contract

Narrow first journey (usually onboarding or a high-friction service request), one measurable member outcome, and a written outcome contract your product and ops leaders co-sign.

038 weeks

Production build and instrumentation

Build and ship inside your tenant with end-to-end instrumentation — completion, time-on-task, escalation, and satisfaction — wired in from the first commit, not bolted on after launch.

04Continuous

Operations and journey evolution

Weekly outcome reads, monthly journey reviews with your product team, and a prioritized backlog of the next two journeys to take through the same path.

How we operate

The contracts we sign at the start.

Named commitments per engagement, with the measurement defined before the first commit lands.

Outcome contracts

What we measure, what we change

A written outcome contract per journey, with the baseline, the target, the measurement window, and the named owner on your side and ours.

Channel unification

Auth, identity, session continuity

A unified identity and session layer that survives a hand-off between digital, branch, and contact center — with the audit log a fraud officer can read.

Privacy by design

GLBA + state data privacy

Data minimization on every journey, GLBA-aligned consent surfaces, and a retention policy that survives a regulator request for a sample.

Accessibility

WCAG 2.2 AA

Every member-facing surface passes a WCAG 2.2 AA audit before production cutover, with the audit and remediation log handed over with the system.

From the field

One we shipped this year.

Community bank · digital onboarding

Re-built first-time digital onboarding inside the bank's existing digital banking stack — completion went from 22% to 76% on a matched cohort, with channel handoff sessions surviving end to end.

Talk to the member experience team
3.4x

Onboarding completion lift

Matched cohort, first quarter post-cutover

FAQ

Questions your product lead is going to ask.

Honest answers to the five we hear most often on the first technical call.

Where do you start when our digital experience has years of accumulated debt?
We start with one journey, not a redesign. The first 30 days are a journey and channel audit; the next 30 are a scoped pilot with a written outcome contract. We do not run a multi-quarter discovery before shipping; we ship the first journey, learn from production, and use that signal to pick the next two.
How do you handle identity and session continuity across digital, branch, and contact center?
We build a unified identity and session layer so an authenticated member is recognized across channels — and so a handoff (digital to contact center, branch to digital) survives without forcing the member to re-authenticate or repeat themselves. The session log is fraud-officer readable end to end.
How do you measure retention without overclaiming?
Retention is a cohort metric, not a screenshot. Every engagement defines an engaged-member cohort upfront, a baseline cohort, and a measurement window. We report against that contract — including when the lift is smaller than the pilot hypothesis predicted. The number we publish is the number we can defend to your board.
What about the existing CRM, core, and digital banking stack — do we have to replace it?
No. We build on what you have. Most engagements add a thin coordination tier above your CRM, core, and digital banking stack — not a replacement program. Replacement is a separate conversation, and we will tell you plainly when it is the right call versus when it is the wrong one.
Who on our side needs to be in the room from week one?
Product, member experience, digital, contact center, and a security partner. Not procurement, not a steering committee. The point is to put the people who own the outcome in the same room as the people who will ship the system; everyone else gets reviews, not meetings.

Why PRR

Why product and member experience teams choose PRR.

Outcome contracts, not feature lists.

Every engagement starts with a written outcome contract that names the metric, the baseline, the target, the measurement window, and the owner. Feature lists do not move retention; outcomes do.

One journey at a time.

We do not run a multi-quarter discovery before shipping. We pick the first journey, ship it, learn from production, and use that signal to scope the next. The roadmap is built from production data, not a workshop.

Senior architects build what they scope.

The principal who writes the SOW writes the first commit. There is no handoff to junior staff after the contract signs, because there is no junior staff layer to hand off to.

Pick the member journey you want to fix first.

Thirty minutes with a principal. We will walk through the journey, the current friction, and what a 90-day pilot would actually look like.