Portfolio Recovery Associates

A positive approach to debt.

Strategy
Research
Usability
Copywriting
UX/UI
Advertising

As the video proclaims right at the start, “Debt’s had a bad name for a long time.” But as one of the largest buyers of consumer charged-off debt accounts, our client Portfolio Recovery Associates, LLC wanted to change that, starting with the way that debt gets collected.

To help them realize their goal, the S&P team created a series of simple but striking videos that show how, once you get debt under control, it can go from being a problem to being a problem solved. In addition to this introductory video, we have crafted a carefully curated user experience designed to deliver useful information and answers to the questions our customers have, delivered at the right time in their journey. Utilizing original research, 1-1 interviews and the principles of behavioral economics, the S&P team created an entire integrated communications and UX experience under the anthem of “Debt, redefined” that has helped to dramatically improve both repayment rates as well as customer service experiences.

“PRA makes the difficult and often embarrassing debt collection process incredibly easy and dignified. Thank you for caring about the person behind the debt and not just the creditor that has retained your services!”

— Google Review