BCP Digital Help Center

CONTEXT

With more than 8 million monthly active users, the BCP App is among the most widely used banking apps in Peru. Despite its success, most customers primarily use it for basic tasks such as paying utility bills and making money transfers.

Research conducted by the Digital Channels team revealed a strong correlation between users who adopted a wider range of features and higher revenue generation. Since customer acquisition was no longer a major challenge, the business decided to shift its digitalisation efforts toward increasing feature adoption and penetration.

PROBLEM

When my team approached this challenge, there was no centralised knowledge repository designed to address customer FAQs. The bank still relied heavily on the contact centre to resolve even the simplest questions related to app usage.

At the same time, outdated tutorials and confusing instructions were published on the main website due to messy content migrations and poor information architecture. As a result, many key FAQs existed in duplicate or inconsistent versions.

Customers also reported difficulties finding up-to-date information about both new and existing app features. When searching on Google, they often encountered outdated tutorials from previous years, which increased confusion and frustration.

SOLUTION — MVP 0

After analysing the most frequently asked customer questions and assessing the value and accuracy of existing content, my team decided to build a Help Center from scratch, with the goal of centralising all relevant tutorials for the app and online banking services.

The Help Center was designed with ease of maintenance and SEO optimisation in mind. By leveraging CMS capabilities, we defined a small set of flexible, reusable templates that were easy to configure and consistently achieved top Google search rankings. To this day, its information architecture remains relevant and well-suited for GenAI indexing.

Additionally, the responsive design enabled seamless integration with the app, allowing customers to access help content directly from the screen where they encountered a blocker, reducing friction and dependency on support channels.

OUTCOMES

• 5× increase in Help Center traffic within 6 months, driven by SEO best practices
• 30% increase in feature usage penetration among active users
• Higher customer satisfaction, driven by faster issue resolution and reduced contact centre wait times
• A long-term Help Center governance and update process co-created with the Digital Channels team