😀 Intro
We took on the Replace a Card Project with clear goals in mind: to make ordering a new card as easy as possible and to make the process fully native. We wanted to take the load off the call center and cut down on the time to get a replacement card. As we worked on the design, we found out that users weren't too happy about the whole process. Waiting for the card to arrive and having to make a phone call to get it replaced were major pain points. This solution allows the user to go through the card ordering process in-app. It also lets customers add the new card to their virtual wallet so they can start using it right away. And to tackle the anxiety around delivery, I added a progress indicator to show the shipping status and estimated delivery date.
🤝 Roles
User Researcher
Product Strategy
UX Design
UI Design
Prototyping
🛠️ Tools
Adobe XD
📝 Addressing the Problem
Right now, when users want to order a new card through our app, they have to call our bank card center and speak to a customer support representative. This creates extra steps for the users and puts additional strain on our call center resources.
Without a virtual card, customers have to settle for a temporary card from a physical location. As a business, we would prefer if customers could hold on to the card they're expecting in the mail, rather than get a temporary card.
🎯 Business Goals
- Bring down costs by
- Reducing the number of calls to the call center
- Eliminating the need for temporary physical cards
💻 Process
- Review prior user data
- Competitor analysis
- Wireframe
- Prototype
- Test again - TBD
🪄 Solution
- Create the card ordering process from the Card Management screen
- Make the top three actions the most prominent
- Present customers with a timeline for receiving their card
- Give customers the ability to add their card to a virtual wallet
📋 UX Research
Prior Observations
I used data from prior user surveys to inform my design. Some of the validated points were: When users have placed an order for a card to be delivered by mail, it's common for them to experience anxiety regarding the extended delivery time and the possibility of the card not arriving. To address this concern, we have implemented a solution where they receive an instant temporary card. Consequently, the original card that was scheduled for mailing gets canceled.
To confirm our observations and assumptions, I created a usability test plan. Testing the design will uncover any issues or gaps in the ordering process.
