Background
But what if a customer can get a brand new debit card
on the same day
That would resolve
so many issues!
Goals & Opportunity
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Goals & Opportunity 〰️
Goals & Opportunity
Our Goals
1. Reduce the anxiety around losing a debit card and interruptions to everyday life.
The minimum 5-7 business days wait was extremely inconvenient and painful for most customers
2. Celebrating joyful moments in the experience
How awesome is it to get your debit card by walking into a branch? Let’s highlight that!
Areas of Opportunity
1. Onboarding customers to new features while they wait
The card prints roughly in 2-3 minutes. Let’s take advantage of this time to provide more value.
2. Incorporate surprise and delight to celebrate the card
Let’s design some packaging for the debit card so that it’s a true end to end experience for the customer!
research
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research 〰️
Research
learning goals
Research Insights
the packaging
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the packaging 〰️
Packaging
A Collaboration
Collaborated closely with Brand Team
Worked closely with packaging designer from Brand to prototype, iterate and design packaging for card.
My role consisted of being that connecting piece
onboarded team members, oversaw entire E2E experience, worked closely with product on logistics (vendors, pricing, budget, etc.)
the solution
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the solution 〰️
The Soultion
Onboard Customers
The debit card takes 2-3 minutes to print. While they’re waiting, let’s go ahead and onboard them onto their new card.
This is a great opportunity to highlight key features about their debit card they might not know.
Setting Up Card
This is another great moment to help customers set up their brand new card by adding it to Apple Pay and/or turn on push notifications. It’ll be as if they never lost their card.
next steps
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next steps 〰️
Next Steps
As we were ramping up our efforts, the entire world went into lock down and of course, this affected our ability to roll this feature out in branches. If given the opportunity to work on this in the future, I would like to:
1) Refine the digital experience
As more features roll out for the debit card, my team and I would love to highlight them here with some fun animation to bring a joyful experience to our user in an otherwise anxious moment in their lives.
2) Continue test packaging
While we were able to usability test and pilot with a small number of customers, that is far from enough. There is still much we need to understand about which design would be the perfect balance between experience, vendor, and pricing.