Report cards lost or stolen

Our team delivered a major update to the report card lost or stolen banking feature, releasing the first to market multi-card feature of it’s kind. Collaborating with stakeholders across the bank, this feature consolidated differing experiences for debit, ATM and credit card replacement. We also took the opportunity to add some delight into a potentially stressful experience with the addition of debit card art selection. This experience was designed for responsive web, iOS and Android platforms utilizing the bank’s internal design system.

Note: Due to the confidentiality requirements of this project under an NDA, I am unable to share specific details of the work. However, this case study will highlight the methodologies and approaches employed throughout the project’s lifecycle.

Duration

February 2022 – July 2023

Team

2 UX Designers
Content strategist
A11Y consultant
UX researcher
Product manager
Front and backend engineers
QA testers

My role

Visual interaction design on responsive web, iOS and Android native platforms
Solicited input from stakeholders and subject matter experts, including business line, risk and A11Y
Led team through stakeholder discussions, design, accessibility and risk reviews
Delivered prototypes and visual designs to agile scrum team for development

Problem

A customer who has lost their wallet and needs to report multiple credit, debit or ATM cards as lost or stolen, must report one card at a time with legacy digital experience or call in for assistance.

Goal

Release an updated, cohesive digital experience where customers can report multiple cards as lost or stolen.

Report card lost or stolen (legacy experience)

Discovery

Competitive analysis indicated there was an opportunity to be the first to market to offer a multi-card digital reporting product.
Audited legacy digital experience, which was fragmented and inconsistent between checking and credit cards.
Reviewed call center customer experience to best understand how customers could report different card products as lost or stolen.
Created a service blueprint to uncover connections between customers and existing services within this journey.

Design

Delivered interactive prototypes, based on design sprint objectives, used in usability testing.
Design and content updates were informed by UX research findings and technological limitations.
Worked with experience architect, content strategist and A11Y deliver finalized visual designs utilization enterprise design system.
Utilized internal design system, expanding on patterns to accommodate the feature use cases.
Led design presentations for internal design critiques and product reviews, integrating stakeholder feedback into MVP designs and subsequent enhancements.

Report cards lost or stolen: reason, card selection and lock screens on native iOS.

Report cards lost or stolen: card selection screen on responsive web

Conclusion

This product update was the first to market multi-card capability of it’s kind. It enabled our team to align the digital flow for all bank card products within a single experience, reducing the time needed to order replacement cards. This has also led to a reduction in call center volume for a common customer contact scenario.

Next steps

Explore more usability testing and backlog improvements post-MVP release.
Add entry points within “Track your card” and other features.
Analyze drop off points within the flow and adjust designs accordingly.
Update UI to stay in sync with design system.

Confirmation screen with card number view/copy functionality on native iOS

Would you like to learn more? Contact me and we can have a chat.