Modernized Tools for Faster Journeys and Fewer Support Calls
- ClientEquifax
- IndustryFinancial Services
- ServicesCustomer Experience · Technology
- CapabilitiesImprovement & Optimization · Customer Experience · Analysis and Strategy · Customer Journey Mapping
Modernizing Equifax Canada’s B2B customer tools
Equifax Canada needed to modernize a set of fragmented B2B customer tools that had grown inconsistent over time. Usability gaps and a lack of cohesion made it harder for customers to navigate and get work done efficiently.
In this case study, you’ll see how Code and Theory approached the challenge—aligning experience, design, and product thinking to create a more unified, user-centered foundation. You’ll also learn what that work enabled for the business and the teams supporting these tools.
Next, we’ll set the stage with the context behind the transformation and the principles that guided the work, before moving into how the solution took shape and what changed as a result.
Key Takeaways
Improved operational efficiency through streamlined processes and tooling
Modernized customer-facing tools to deliver a more consistent, user-friendly experience across channels
Strengthened the foundation for scalable enhancements by updating and standardizing core customer tool capabilities
Enabled faster iteration and delivery of customer tool improvements through a more maintainable, modern platform approach
Designing Around Customer Needs
Coming to this work from outside Equifax, we were able to challenge their current products and reorganize them around what would be most intuitive for customers—grounded in their needs and behaviors, rather than how the business was organized.
Onboarding for a Smooth Transition
Any time we redesign a platform with high customer usage, the transition can be tough—no matter how good the design—so we invested in an onboarding experience to help new users quickly find the information and actions they need.
Making the Credit Report Easier to Use
All data points needed to remain intact and in the same order as they do today. To make the report more effective, we introduced a 1-sheeter summary, added color coding and a clearer visual hierarchy, enabled sections to be opened and closed for quick scanning, and optimized the experience for mobile.
Modernizing Equifax Canada’s customer tools
Modernizing Equifax Canada’s customer tools required a scalable approach to system integration while navigating complex business and product requirements. By aligning teams around shared goals and translating those requirements into clear, buildable solutions, the work supported a more cohesive and maintainable platform.
Equifax Canada needed to modernize its customer tools while maintaining reliability and minimizing disruption. The updated foundation supports integrations that can scale without unnecessary complexity and makes it easier for teams to iterate over time. Together, these changes help deliver more consistent, reliable customer-facing tools as needs evolve.
Related work
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Harris Williams
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Let’s get to work. Start a conversation.
newbiz@codeandtheory.comCode and Theory is a proud member of Stagwell Group. Stagwell is the challenger network built to transform marketing. We deliver scaled creative performance for the world’s most ambitious brands, connecting culture-moving creativity with leading-edge technology to harmonize the art and science of marketing. Led by entrepreneurs, our 13,000+ specialists in 34+ countries are unified under a single purpose: to drive effectiveness and improve business results for their clients. Join us at www.stagwellglobal.com
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