One Mercury Experience

The acquisition created scale and complexity. Mercury had ten months to bring together different products, journeys, and technology stacks across the public website, My Account, and mobile app, while keeping services running and customers informed.

This could not be a simple migration. The experience needed to lift sales conversion, deepen loyalty, increase self-service and reduce cost to serve. Mercury’s Savonne Wadsworth said, “The team at Catch were the obvious choice. They know the category and our business; they are world-class strategists, designers and engineers, and most importantly, they are good people who care about us, our goals and our people.”

We began with customer interviews, Top Task research and business priorities to define a simpler information architecture and service model. From there, we designed a mobile-first system spanning web and app, with shared patterns, flexible content and a consistent expression of the Mercury brand.

We prototyped and tested the experience in Figma, then released approved journeys in stages so more than 100 engineers could build in parallel. New join journeys supported bundles and mobile, My Account made self-service clearer, and the app brought account management and rewards into one experience.