Application Status Tracker
Customers applying for a credit card have no way of knowing where they are in their application journey. My role was to design an in-app status tracker for customers to view their progress and any key actions related to their application. I was also responsible for creating a workbench for staff/call agents.
01
The Project
The purpose of the Application tracker is to help customers understand where they are in the Credit Card Application journey, and what they need to do next. The intention is that the tracker would be used by customers progressively throughout their application.
02
Gathering requirements
I was responsible for gathering the different scenarios and steps of the application journey and surfacing them to the customer in a way that makes sense to them i.e. no banking jargon! This took several workshops with the squad to finalise.
03
App Entrypoints
Consulted with designers within the UI App area on how to appropriately place the entry-points into the application.
04
Project challenges
Perhaps what was meant to be a challenge, ended up being manageable and easy to navigate. The actual CC digital application that I was meant to be working off from, was also being re-worked and part of a modernisation initiative.
Jose (who was responsible for the digital application uplift) and I consistently checked in with each other and made sure to design our experiences in tandem. We were effectively two sides of the same coin. It was imperative that we closely collaborated to ensure a seamless and effortless move from application to onboarding from the customer's perspective.
