Product design

Report cards lost or stolen

Losing a card is stressful. Having to navigate three separate digital flows to report a lost debit card, ATM card, and credit card made it worse. I co-led the design of U.S. Bank’s first unified multi-card reporting experience, bringing all three card types into a single guided journey that reduced customer inquiries and eliminated a long-standing gap in the bank’s digital servicing capability. The project introduced a level of personalization rare for compliance-heavy flows, including debit card art selection to help customers identify the right card quickly.

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

  • Led visual and interaction design across responsive web, iOS, and Android platforms
  • 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
  • Delivered interactive prototypes and finalized visual designs for agile development
  • Led usability testing and iterative design refinements
Report cards lost or stolen: card selection screen on responsive web

Desktop web card selection interface simplifies reporting by separating eligible cards for action from ineligible cards, reducing user confusion.

Problem

Customers who lost their wallet and needed to report multiple credit, debit, or ATM cards faced a slow, fragmented process. The legacy experience required reporting each card separately or calling support, resulting in frustration and inefficiency.

This high-stress moment created confusion and time delays for users and added operational burden for call center teams. The challenge was to streamline a stressful, multi-step task into a single, cohesive experience.

Goal

Design a unified digital experience that allows customers to report and replace multiple lost or stolen cards in a single flow. The solution aimed to:

  • Improve customer satisfaction and confidence in self-service
  • Reduce reliance on call center support
  • Ensure consistent experience across card types and platforms
  • Deliver a seamless, multi-card workflow that works across responsive web, iOS, and Android
Reason, card selection and lock screens on native iOS

iOS app flow for reporting lost or stolen cards, keeping users informed and secure by clearly guiding them through reason selection, card choice, and temporary card locking.

Discovery

We started with a competitive analysis, which revealed that no other financial institution offered a seamless multi-card reporting experience. This highlighted an opportunity to create a first-of-its-kind workflow.

A content audit uncovered fragmentation between checking and credit card experiences. Messaging, tone, and flows were inconsistent, increasing user friction during an already stressful task.

We collaborated with operations stakeholders to understand how lost or stolen cards were processed behind the scenes, clarifying operational pain points and constraints.

All findings were consolidated into a service blueprint, mapping the journey and touchpoints across systems and teams. This provided a solid foundation to design an experience that was both user-friendly and operationally sound.

Design

With direction established, I created interactive prototypes to bring the experience to life and support ongoing UX research. I observed three rounds of usability testing, recording findings and synthesizing insights that informed targeted design improvements.

Key design considerations included:

  • Multi-card selection: Allowing users to report multiple cards at once, reducing time and effort
  • Accessibility: Ensuring the experience was usable for all customers, including those with disabilities
  • Edge cases: Extending the internal design system to accommodate scenarios that hadn’t been addressed previously
  • Cross-platform consistency: Maintaining alignment across web, iOS, and Android

I also led internal critiques and cross-functional design reviews, incorporating stakeholder feedback to define a strong MVP and inform post-launch enhancements.

iOS confirmation screens guide users through next steps and offer easy access to view or copy card numbers, ensuring a smooth post-reporting experience.

Conclusion

This update marked a milestone as the first digital experience enabling customers to report multiple lost or stolen cards simultaneously. By unifying workflows across credit, debit, and ATM cards, we turned a fragmented, time-consuming process into a faster, more intuitive one.

Post-launch, customers navigated the flow more efficiently and accessed self-service tools with greater confidence. Call center teams reported a reduction in related inquiries, demonstrating both user and operational impact.

Iterative refinements, such as redesigning how ineligible cards were displayed, further improved clarity and consistency, highlighting the value of continuous post-launch improvements.

Note on NDA: In accordance with my confidentiality agreement with U.S. Bank, certain project materials are omitted or obscured in this case study. This includes specific performance metrics, proprietary process documentation, and design explorations that were not taken to production. The process, decisions, and artifacts shown here reflect the full scope of work I am able to share publicly.

Next steps

Moving forward, the team plans to:

  • Conduct additional usability testing to identify post-launch pain points
  • Integrate related features, such as “Track Your Card,” for an even more intuitive experience
  • Analyze drop-off points to fine-tune flows and keep customers moving confidently
  • Ensure UI consistency as the internal design system evolves
  • Explore opportunities to extend the multi-card workflow into other high-stress financial tasks, creating a scalable framework for future experiences

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