Additional credit cardholder
As part of having a credit card, customers have the option to opt for an additional credit card if they share finances with a partner, family member or close person. This process is currently a manual one and requires people to go into branch with a filled out PDF form. My role was to design an easy digital, opt-in & pairing experience for the primary cardholder and their nominated additional person.
Background
In the digital application form there originally was a checkbox in the application form to 'Add an additional cardholder'. However, this feature was removed as part of an initiative to reduce the time from ''Apply' to 'Card on hand'. The project brief had been to simply surface the feature back as a self-serving and digital process for our credit card customers. It was clear in the design sprint I ran that it was more considered than that!​
Design Discovery Sprint
I ran a design discovery kick-off (FigJam), where the objective was to align on what the project goals were, our scope, user requirements, key business drivers, key risks and the success metrics we wanted to achieve. Prior to the session, I was also able to pull together some high-level work (current figures, key user flows, stakeholders, customer complaints) in order to use the time more efficiently and mainly validate with the group.​
​
Key HMWs and Qns, I generated from the session:
-
How might we design a better way for primary credit card customers (PCH) to add their additional cardholder (ACH) to their account in a safe and secure way?
-
How might we make the pairing process between PCH and ACH more seamless?
-
How might we protect our most vulnerable customers when this moves online?
-
What is the baseline process?
-
What are our technical constraints?
Staff interviews
In parallel to defining the scope, my UX researcher and I ran staff interviews with branch and call agents to get clarity on the steps and uncover any pains or complaints in regards to the process.
​
A significant insight we heard was that many PCH were not aware of the implications in nominating an additional cardholder i.e. PCH is completely liable for all transactions (incl. ones made by the ACH). This became more significant to us, especially from a vulnerable customers perspective.
Competitor & Comparator Analysis
Part of the current state work, required me to review other competitors as well as review other experiences within the bank (Business banking -employer/employees, Home Loan/Homebuying - co-borrowers, Debit cards - joint holders etc). This was to ensure consistency in experiences across similar type of user tasks.
Design Exploration
During the design exploration stage I investigated 1) where best to place the T&Cs in the flow and 2) how to display that T&Cs information. In other words, how to design a better way to effectively communicate risks and implications of having an ACH.
This was done in collaboration with various teams: The experience team (UX, UI, Content, Accessibility); Product; BAs; Engineers; Compliance; and Legal.
Some questions in mind: How to best display 'Terms and Conditions'? Where to place the information in the flow? What's the right amount of friction in the flow for customers to pause and register the info (instead of skimming over)?
Exploratory Concept Testing
​​We went through another 2 rounds of concept testing (12 participants in total) with the final T&Cs design contributing to other credit card projects where that type of information was crucial to de-risking and protecting our customers.
Ready for dev
I was also responsible for getting the designs dev ready with specifications (Figma), with final copy and sign off done on Confluence (Atlassian).
