Debit Dashboard

Our debit cards were novel in the market and users struggled to understand how the physical and virtual cards worked. Users wanted more control over card locks, ordering and tracking cards, and discovery of features. These issues lead to excessive physical card losses, bad transaction experiences, and support costs.

Problems

• Users can manually lock their physical card but not their virtual card

• Offer a card-optional experience focused on virtual card use rather than automatically sending and replacing physical cards the users aren’t using

• Users didn’t know when their card would arrive or to what address, leading to expensive card losses and poor product adoption

• Expensive support resources being used for actions available in-product: 

  • Finding and using card locks (and understanding which card was locked)

  • Digital wallet adoption, usage and grooming

  • Reporting cards lost or compromised

  • Finding free ATMs

Research

• Users value control over security

• Common use cases included people locking a debit card and thinking it locked both debit cards

• Many MS calls were related to changing PIN numbers and uncertainty around that functionality

Approach

A debit dashboard for managing debit cards

• Fix virtual card usability problems and lock functions 

• Make virtual card and digital wallet usage easy and desirable

• Make a self-service card replacement feature with a card-optional experience

• Contextual navigation to ATM finder and Change PIN interactions

• Card tracker system so users know when to expect delivery, how to activate the card, and can update their address

Converge

The design team converged on a new interaction pattern released by the design system for the next iteration of a product redesign. We added capabilities and contextual discovery of existing features. Our only concerns were around discovery. Are users looking for a dashboard for their cards?