Incedo is a consulting and analytics company servicing companies in the telecom, life science, healthcare, and financial services sectors. My work as a strategist and senior designer focuses on the process and delivery of products that combine design principles and data to solve business goals while simultaneously providing great user experiences.
CLIENT: A top 10 bank in the United States
CASE STUDY: Corporate cardholder administrator app
Overview
The client provides its corporate cardholders the ability to download an iOS or Android app to manage their account. Leveraging the already existing app, the team designed a new experience for the cardholder managers.
Business goal
Ensure a corporate credit card administrator can quickly access a cardholder account, change its status, or solve a denied transaction by updating its limits while away from their desktop computer.
My role
Collaboration with product and engineers on the product design strategy, requirements, and presentations to the client. Deliverables included research, personas, journey maps, wireframes, content strategy, and prototypes.
PROCESS
To reach our primary goal of creating a frustration-free experience for the cardholder manager while away from his computer, we focused the design process on a few scenarios shared with us by program administrators during our user research:
Debbie is putting an event together and tasks Joy, who is one of her employees, to buy flowers for the tables. Joy runs to a flower shop, but her card is declined. Joy quickly calls Debbie for help, who is now away from her desk. Debbie receives the call, launches her mobile app, finds the account with the issue, and discovers that Joy’s single-time purchase limit is lower than the cost of the flowers she desperately needs. Debbie temporarily increases the card spend limit and asks Joy to try the purchase again. The purchase is then successful!
After conducting a series of interviews and workshops, our team learned about the tasks involved for administrators to clear their cardholder accounts. We gained knowledge of the banking business rules and other functions that needed to be considered during the customer journey.
We identified three types of personas representing administrators managing 20-1000 cardholder accounts and established that managers holding up to 20 accounts best described the primary audience for our MVP (Minimal Viable Product).
The personas set the stage for the ideation, guided the design solutions, and helped product owners empathize with the administrators (users) during the design presentations.
Personas
IDEATION
The first series of wireframes included a robust landing page showcasing the latest declines and a dashboard alert system notifying managers about accounts at risk of reaching their limits.
CHALLENGES
- Ensure target audience can access the cardholder accounts at any time of the day and from anywhere
- Leverage legacy code
- New business rules surfacing during user story grooming
- Leverage the existing cardholder app to create the administrator experience.
SOLUTIONS
An app that provides the administrator with quick access to the application, so he/she can take immediate action and manage the card limits or change the card status of a cardholder account.
The solution in its first phase takes into consideration its largest group of users, which are the administrators caring for about 20 accounts at a time, and the scenarios that they might be in.
Features include:
- Prompt entry to the search page, so they can quickly find the cardholder’s account that needs attention
- Search results providing a list of cardholder accounts that match the search criteria
- Cardholder account details page, where an administrator can quick-change status, or manage the limits of the cardholder account
- iOS and Android native UI