This illustrated brief is designed for legislators, regulators, industry participants, and anyone seeking to get their arms around how the latest technology affects the consumer experience.

The illustrated journey begins with a consumer’s application for credit and continues through purchases, payments, and dealing with possible life curves such as fraud alerts, identity breaches, late payments, or collection notices.

The brief was developed by the iA Institute with input and guidance from members of the iA Innovation Council, a working group of leading industry firms that gathers three times each year for substantive dialogue and collaboration. The group takes a collaborative whiteboard approach to identifying points of friction across the collection lifecycle and developing solutions.