Credit Card Switch

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Coming out of covid, the appetite to switch to a different credit card had risen. People were excited to start travelling again and wanted to take advantage of points earning credit cards. At the time, people were having to cancel their current credit card and apply for their desired credit card - this meant really long wait times and not getting their card in hand at a timely manner. 

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I was responsible for designing a self-serve digital experience for customers to choose and switch over to another credit card with ease. I defined the end to end experience, which encompassed multiple digital and non-digital channels & assets (email, app, web, in-branch - customer & staff). 

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The process is a complex one, with many rules and not-so-straightforward eligibility criteria. Because of this, there were a few "unhappy" paths that required real consideration in design. 

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Fast forward today, this experience is now live for credit card customers. And the project successfully hit user and business metrics for phase 1.