Revamping the management experience for credit card program admins

Context

A financial client wanted to revamp their program management web app experience for mid-market cardholders.

Challenge

Their goal was to surface the various account data points at the right time through the right channel, so that cardholder program admins could make decisions or take action.

Approach

The team mapped out a 12-stage experience, added pain points, and voted on two stages to focus on for ideating solutions. They articulated solution ideas as user stories to guide sketching, then drew feature and functionality ideas around improving the reporting interface, training materials, and reducing downstream impacts from account setup.

Outcome

Improvement areas were summarized in sections: quick wins, longer-term recommendations, and system recommendations. Testing revealed that valuable information could be exposed in better ways throughout the interface, and at different parts of the user’s journey – particularly during onboarding. An FAQ section was proved to be a valuable addition, and system changes were added to the roadmap to improve the overall experience. In the end, the client took the design sprint prototype and, over time, moved it in a new direction that was then tested and validated with their customers.