Challenge: Help-service app for older adults facing inconsistent engagement and failed payment processes.

Approach: Began with discovery to analyze contact patterns and user barriers. Improved outreach cadences, enhanced education on platform capabilities, and redesigned payment recovery processes.

Results: Increased retention and engagement rates while recovering $17,000+ in revenue in just two months by reactivating stale accounts.

PEG Impact: Built trust-based systems that improved both client experience and financial performance.