Product design
Manage cards servicing screen
After usability testing revealed that customers were struggling to locate essential card servicing features, our team designed a centralized hub to simplify card management. The goal was to create a single, streamlined entry point where customers could handle everything related to their bank cards, from activating a new card to locking a card or reporting multiple cards lost or stolen.
Duration
October 2023 – March 2024
Team
- 2 Experience Designers
- Content Designer
- A11Y Consultant
- Product Manager
- Front and backend engineers
- QA testers
My role
- Led visual and interaction design for a responsive web platform
- Collaborated with stakeholders and subject matter experts, including business lines, risk, and accessibility teams
- Guided the team through stakeholder alignment, design reviews, accessibility audits, and risk assessments
- Facilitated team discussions across design, accessibility, and risk domains
- Delivered high-fidelity prototypes and finalized visual designs for agile development
- Led unmoderated usability testing and iterative design improvements
Problem
Usability testing revealed that customers were having difficulty finding where to manage their credit and debit cards. Entry points were scattered across the site, often buried in unintuitive locations. As a result, engagement with key features was low, and many users either missed important self-service tasks or relied on call center support. This created frustration and inefficiency at a critical moment in the customer experience.
Legacy Self Service screen showing card servicing links mixed with general account management options, lacking clear categorization or context.
Goal
Design a single, centralized “Manage Cards” hub that enables customers to easily access all card servicing features. The solution aimed to:
- Improve feature findability and usage
- Enhance customer satisfaction and confidence in self-service
- Reduce reliance on call center support
- nsure consistent design across devices and screen sizes
New ‘Manage cards’ link added to the Accounts section of the global navigation, helping users quickly find and access card servicing features.
Discovery
Our time was limited due to deadlines set for web platform updates, so the discovery phase was brief. We began with a “How might we” exercise to frame the problem from multiple angles and generate initial ideas. This exercise brought to light different perspectives and user goals, which eventually guided the overall task flow within the design.
A competitive analysis highlighted industry patterns and potential areas to differentiate the experience. I conducted an exhaustive analysis of existing UI patterns within the Online Banking platform for experience alignment.
We also conducted a content inventory of all existing card servicing links. This revealed a scattered and inconsistent landscape that made it difficult for users to locate essential actions. The findings provided a clear foundation for streamlining navigation and improving task flow.
Card servicing links were grouped within a nested tab on the account dashboard, creating a challenging experience for users trying to access key features.
Design
With direction clarified, I created interactive prototypes to visualize the hub and support ongoing UX research. While primarily focused on consumer users, I later designed solutions for small business cardholders, including filters to locate and navigate multiple accounts and cards efficiently.
I assisted with three rounds of unmoderated usability testing, helping to plan sessions. Feedback helped identify friction points and informed targeted design refinements.
Accessibility was integrated throughout the design process. I refined visual hierarchy, interaction details, and content to ensure an inclusive experience. Using our internal design system as a foundation, I extended patterns to accommodate edge cases and new functionality.
I also presented designs during internal critiques and cross-functional reviews, incorporating stakeholder feedback to define a thoughtful MVP and set the stage for future enhancements.
Redesigned Manage Cards interface provides a single hub for all card servicing links, allowing users to navigate by feature or by card to quickly access the tools they need.
Conclusion
The new Manage Cards hub launched for consumer cardholders in Q1 2024, with small business support following in Q2. Early adoption showed that customers were navigating between cards more efficiently and accessing self-service tools with greater confidence. Internal feedback confirmed that the centralized experience reduced confusion and made card management faster and less frustrating.
The solution demonstrated that simplifying access and creating a clear, single point of entry could meaningfully improve both usability and engagement. It also established a foundation for scaling to additional products and future service improvements.
Next steps
The team plans to conduct a card sort to refine link categorization, ordering, and labeling, guided by direct user feedback. We are also optimizing the mobile web experience to match app performance and using site analytics to further fine-tune usability.
Future opportunities include creating a unified account management framework for multiple product types, extending proactive notifications, and exploring pattern-based solutions to ensure consistency across all digital channels. These enhancements aim to further empower users and make card management seamless across devices.
Would you like to learn more? Contact me and we can have a chat.