Manage Cards on Your Phone
This project was to provide multiple self-services for mobile bank users. It helped end-users to easily lock the card when they temporarily forget where it is, replace the old one when it expires soon, or report lost or stolen for security concerns.
The design successfully met the business goals to reduce call-centre support costs, and satisfied user needs by seeing the data of fast-growing usage and fewer security reports after release.
UX Design Lead
2018 - 2020
Features we designed:
Lock the missing card and Unlock it whenever user finds it (2018)
Activate new card on the go (2018)
Request a replacement for the damaged card (2019)
Report the lost or stolen card to deactivate it and request a new card (2019)
Get a replacement card digitally to use in Apple Pay or Google Pay (2020)
Beside regular design process, we also successfully kicked off these:
A design thinking workshop to get all stakeholders (cards, security, legal...) on the same page
A agile testing to find the best labels for end-users
A data analysis after release to measure the design success
Discovery and Research
We collaborated with the design strategy team to discover the business value & key features
We created high-level concepts then modified the solution with input from frontend/backend developers and accessibility experts
Manage Card is a series of self-served functions so we built a roadmap of the project
As the lead UX designer, I defined the priority of the feature to be released according to the research findings and urgency of the user cases
There were multiple rounds/types of testings conducted to support the design decisions:
Several remote testings to figure out the best label and content
Usability testing to collect feedback on Manage Card Hub & Activate Card experience
The lock-card experience is simple & quick on the frontend, but we overcome several challenges on backend, including requirements from Fraud, Security and Legal
We removed the original business requirement of 15-day auto-freeze but introduced a notification according to the Pilot testing feedback
Replace-lost/stolen flow has severe Legal requirement to secure users' cards from fraud concerns. We updated the design with several versions to meet the requirement.
During the project, I was promoted to design manager. My main responsibility was changed from leading the project design to arranging resources, reviewing designs and defining scope of future enhancements.
As a design manager, I also focused on building a seamless collaboration between Product, Design & Technology. We organized a weekly design-tech review to discuss tech constraints or accessibility concerns behind design concepts.
Card Management Hub
was suggested to create a central place of all cards & services, but it was paused as we noticed users prefer checking card details or transaction history before taking actions with user observation & testings. But I suggested to have follow-up research as users might have a different behaviour in a real context.
We could consider improving the experience with more technology:
will help to quickly access the card controls when driving or looking for cards
will help to provide a more contextual & personalized control by analyzing transaction pattern & detecting locations