DNB faced a challenge with its «Supertilbud» Mastercard offers: customers were unaware of the benefits, leading to underutilization and reduced loyalty.

To address this, we designed a customer-centric communication strategy aimed at making savings more visible, thus encouraging higher engagement and boosting long-term loyalty.
Our approach centered on personalized messaging across multiple channels. We launched targeted SMS and email campaigns, segmenting users into two groups.

Additionally, we implemented in-app and net bank pop-ups displaying personalized savings summaries. These pop-ups also included clear calls-to-action such as «See new offer» and «Earn more,» making it easier for customers to take advantage of new deals.

The results were clear: personalized communications significantly outperformed generic notifications, driving increased offer usage and reinforcing customer loyalty. The control group received standard messages announcing new offers, while the test group received personalized messages showing their savings followed by the same offer announcement.

Many young Mastercard users under 34 struggled with credit card management due to limited financial knowledge. To help, we embedded financial tips on interest, repayments, and fees into the card application process and followed up with personalized SMS and email guidance.

We also integrated support tools into DNB’s NetBank, including pop-up tips and a real-time chat assistant. This approach empowered users to make smarter financial decisions, reducing missed payments and fostering trust-based customer relationships.

Applying for a loan felt complicated, especially for new customers who didn’t understand why they needed to log in. To fix this, we moved important form fields outside the login so users could start applying right away. We also explained why logging in was necessary and walked them through the steps with simple messages.

By updating landing pages to clearly show the process’s benefits, we helped reduce confusion and hesitation. These changes made applying for a loan much smoother, leading to more completed applications—especially from first-time users.