When a Button Fails: How One Major Bank Fixed a Drop-Off in Credity Card Conversions

A leading financial institution partnered with behavioral analytics experts to investigate a concerning dip in performance across their mobile credit card invitation journey. While the user experience appeared smooth on the surface, something was quietly undermining conversions and costing the bank significant revenue.

The Hidden Problem

Users were receiving unexpected "Access Blocked" messages when engaging with pre-approved credit card offers. A second major friction point emerged with error messages stating "The information entered does not match our records" - causing nearly half of affected users to abandon the journey entirely.

The Investigation

Using behavioral analytics tools, the team mapped the invitation funnel across mobile platforms, identified common points of user confusion, and quantified conversion loss through error message exposure. The analysis revealed substantial revenue leakage at a single interaction point.

The Solution

The insights led to a complete redesign of the input flow and error handling logic, improving transparency for users and enabling clearer next steps. Teams implemented tracking at key friction points to prevent future revenue leakage and built cross-platform alignment processes.

"Invisible friction is expensive. When product teams have the right behavioral insights, they can fix what matters faster — without guesswork. At Metric Bloom, we turn confusion into clarity and missed opportunity into measurable wins.