Snorkl
An AI agent for debt resolution
Proposition, product and UX for a mission-first fintech
The Snorkl platform helps organisations deploy custom AI agents to support customers in debt. These agents use behavioural design methods to tackle the psychological barriers that often block repayment. By addressing emotions like denial, shame and avoidance, Snorkl creates a safe, non-judgemental space for customers to take the first step towards resolving their debt.
We partnered with the Snorkl team to sharpen their value proposition, refine the product experience, and establish a distinctive position that challenges the legacy technology providers dominating today’s market.
Our impact
- Defined a differentiated proposition focusing on AI agents as a service
- Refined the product experience to give the platform a more distinctly agentic feel
- Redesigned onboarding to improve activation and early engagement
- Created sales and investor materials to build traction with customers and investors
- Developed a distinctive brand language centred around a family of Snorkl agents
A practical entry point for an AI disruptor
Snorkl entered a market dominated by legacy systems and long-standing providers. Even with growing interest in AI, few organisations were willing or able to make a disruptive, rip-and-replace change to their collections technology.
To get a foothold in the market, we shaped the proposition around a wedge strategy. This meant identifying a narrow, high-value part of the collections journey where an AI agent could slot into existing workflows without requiring teams to change the systems they already rely on.
Instead of replacing existing tools, Snorkl’s agent works alongside them, supporting collections teams and enhancing their current workflow. It gives organisations a low-risk way to explore AI and provides Snorkl with a credible entry point into a mature market, along with a clear path to adoption and expansion.
Creating a safer, more supportive path out of debt
Snorkl’s founders, Loris and Jayden, bring deep experience from fintech lending and debt-support charities. They recognised a missing piece in the debt-resolution industry: customers in arrears are often anxious, confused and worried about being judged. Traditional collections methods tend to put people on the back foot and can expose brands to unnecessary risk when vulnerable customers are involved.
Snorkl chose to take the opposite approach. By creating a safe, non-judgemental space, they give customers room to be honest about their situation. Many people actually find it easier to open up to an AI agent than to another human, which makes this a natural fit for the early stages of debt support.
Central to this is how the agent behaves. We designed a series of key interaction flows that allow organisations to set guardrails that shape their agent’s tone, boundaries and behaviour so it reflects their brand and supports their teams.
“Working with Berst felt like gaining a strategy function overnight. They took a messy set of ideas, sharpened them into a proposition, and designed a product experience that helped us land all our early customers.”
