Role: Product Design role. Establishing the need for the feature, early stage ideation through to feature shipping on iOS, Android and the Webapp.
Our users were often in a position where they’d loose or misplace their debit card. We wanted to create a feature that helps protect our users and get a card back in their hands as quickly as possible. To do this, we provided the opportunity to pause/unpause the account with a single tap and navigate seamlessly into replacing the card if required
Additional solutions that evolved from the process:
• Providing the user with a most recent transaction prompt
• Updating the user along the card replacement journey
• Enhancing the ways in which a user could activate their new card
The eventual outcome resulted in increased customer satisfaction, decreased reliance on Customer Support to facilitate this process and some insights into the possible next steps and feature enhancements. For example: what would happen in the instance where both card and device were lost or stolen and general feedback on how to add more delightful elements to the journey.
User flow from Pausing to Replacing a card
When trying to define a problem, start by forming some questions, such as:
What will the feature be used for?
• To temporarily pause the account and or replace a lost/stolen card
• To make the user capable and responsible for activating this feature and limit the reliance of Customer Ops
• To make the user aware of the expected delivery time of their new card
When is it used and in what situations?
• If a user has misplaced their wallet, purse or card
• A user has either lost or had their card, wallet stolen
What would be the most important functionality?
• A user should be able to: firstly pause their card and secondly, follow up with replacement of the card if deemed permanently lost or stolen.
Identifying our users
Understanding this allows you to identify if your customers would actually benefit from the proposed feature, whether there is a need for it in the first instance and what else could be discovered while meeting certain needs.
You can start to see who might benefit more from a feature
Creating a story around your persona and the feature, helps bring the discussion to life. Allowing for divergent thinking when ideating further in a group setting, catch edge cases and develop upon additional ideas.
Mateo is constantly on the move travelling and exploring and therefore frequently using his card for contactless purchases abroad. Although he’s a very responsible, seasoned traveller, his lust for experiences often puts him situations where he might be more prone to loosing or having his card stolen. Being on the move, jumping between climates – forgetting his card in a winter jacket when heading to sunnier shores of Barcelona are a strong possibility and pausing and reordering a new card upon his return is an important feature of modern banking.
Creating a list of user stories and challenging assumptions, helped form a hypothesis for the feature requirements, and determined what to validate during usability and testing studies. It was important to also consider the business objectives. This would look something like:
I want to “pause” the activity on my account when I realise that I’ve misplaced my card. Why?
• As a user, I am rather forgetful, haphazard and occasionally misplace my card resulting in a stressful situation.
• As a user, I’m in a sense of panic at the point of realising that I don’t have my card.
As a business, we want our users to be able to order a new card without contacting their bank (Customer Support). Why?
• As a business, automating certain services will free up COps to focus on other customer related issues.
• As a business, we want to become Customer centric and can utilise technology to do this.
• As a business, we believe that empowering our users can lead to a better more efficient, less time consuming experience.
From these user stories we are able to create some assumptions that would form the basis of the Hypothesis.
• We believe users want to “pause” the activity on my account when they realise that they’ve misplaced their card to be true.
• We believe that majority of users go directly to replacing their card as opposed to “Pausing” and then reporting lost or stolen to be true
• We believe by giving the user the ability to replace a lost /stolen card, will reduce the burden of COps having to resolve the issue to be true
Etc…
Userflows and mockups
Ideation for future iterations
