Product design

Track your card for credit card shipping updates

Addressing a major pain point for credit card customers, our team delivered a multi-channel feature that communicates the shipping status for new cards, as well as timely prompts for the next right actions.

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 Experience Designers
  • Content Designer
  • 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
  • Design sprint co-facilitator
  • 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

Customers were not informed of the shipping status for new or reissued credit cards leading to increases in call center volume. Upon delivery of new cards, delays could occur before card activation due to loss of customers’ attention and interest. Additional impacts included decreased spending, lower customer satisfaction and overall loyalty.

Goal

Provide clear, accurate digital communications to customers on the progress of their card shipment with optional paths to self service for card activation or to report when a card was not received.

Track your credit card journey map

Track your credit card journey map

Discovery

  • Co-facillitated a 3 day design sprint with product, design, engineering, subject matter experts and other stakeholders.
    • How might we
    • Competitive analysis
    • Journey map
    • Value mapping
    • Crazy-8’s sketching exercise
    • Storyboarding
  • Conducted assumption reversal exercise to help better define the problem and challenge the team’s assumptions.

Design

  • Delivered interactive Figma prototype, based on design sprint objectives, used in moderated usability testing with consumer credit card users.
  • Design and content updates, including entry points and communications, were informed by UX research findings.
  • Collaborated with external teams to help coordinate a multi-channel experience, including web and native app platforms, email and push notifications.
  • Utilized internal design system, expanding on patterns to accommodate the feature use cases.
  • Worked with experience architect, content strategist and A11Y deliver designs to scrum team, making small updates to error handling and other details.

Track your card on mobile native: Ordered and shipped steps

Ordered and shipped steps, with linking to shipping vendor with ongoing shipping updates.

Shipped step with expedited delivery

Track your card on responsive web: Shipped step with expedited delivery

Conclusion

The feature was launched in August 2023 for credit cards, with enhancements released in the months that followed. Customer engagement with the Card Tracker feature has been significant, with a reduction in call center volume. Card activations have also increased in frequency following card delivery.

Next steps

  • Expand capability for additional products including debit and ATM cards.
  • Explore additional communications and notification opportunities.

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