Credit One -
Simplify Card Management for Millions
Credit One -
Simplify Card Management for Millions
Credit One -
Simplify Card Management for Millions
Spiraling Frustration Around Payments
Credit One Bank issues starter credit cards to individuals who are building credit for the first time, or recovering from past financial missteps. However, their payment website has made essential tasks frustrating, causing delayed payments and escalating customer service costs that could be avoided.
My Role
As the Lead Designer, I drove the UX strategy and end-to-end redesign of the payment website across desktop and mobile.
Timeline
Q2 2024 - Q4 2024 (8 months)
My Role
Lead Designer
Skills
Product Strategy
UX & UI Design
Stakeholder Management
Interactive Prototyping
User Research & Testing
Team
Brian Pham, Lam Lu, Rani Lee, Neha Chaudhary, Jnanesh Nayak
Spiraling Frustration Around Payments
Credit One Bank issues starter credit cards to individuals who are building credit for the first time, or recovering from past financial missteps. However, their payment website has made essential tasks frustrating, causing delayed payments and escalating customer service costs that could be avoided.
My Role
As the Lead Designer, I drove the UX strategy and end-to-end redesign of the payment website across desktop and mobile.
Timeline
Q2 2024 - Q4 2024 (8 months)
My Role
Lead Designer
Skills
Product Strategy
UX & UI Design
Stakeholder Management
Interactive Prototyping
User Research & Testing
Team
Brian Pham, Lam Lu, Rani Lee, Neha Chaudhary, Jnanesh Nayak
Spiraling Frustration Around Payments
Credit One Bank issues starter credit cards to individuals who are building credit for the first time, or recovering from past financial missteps. However, their payment website has made essential tasks frustrating, causing delayed payments and escalating customer service costs that could be avoided.
My Role
As the Lead Designer, I drove the UX strategy and end-to-end redesign of the payment website across desktop and mobile.
Timeline
Q2 2024 - Q4 2024 (8 months)
My Role
Lead Designer
Skills
Product Strategy
UX & UI Design
Stakeholder Management
Interactive Prototyping
User Research & Testing
Team
Brian Pham, Lam Lu, Rani Lee, Neha Chaudhary, Jnanesh Nayak
Spiraling Frustration Around Payments
Credit One Bank issues starter credit cards to individuals who are building credit for the first time, or recovering from past financial missteps. However, their payment website has made essential tasks frustrating, causing delayed payments and escalating customer service costs that could be avoided.
My Role
As the Lead Designer, I drove the UX strategy and end-to-end redesign of the payment website across desktop and mobile.
Timeline
Q2 2024 - Q4 2024 (8 months)
My Role
Lead Designer
Skills
Product Strategy
UX & UI Design
Stakeholder Management
Interactive Prototyping
User Research & Testing
Team
Brian Pham, Lam Lu, Rani Lee, Neha Chaudhary, Jnanesh Nayak
+26%
Increase in Task
Success Rate
/01
+26%
Increase in Task
Success Rate
/01
+26%
Increase in Task
Success Rate
/01
+34%
Cut in Transaction
Dispute Calls
/02
+34%
Cut in Transaction
Dispute Calls
/02
+34%
Cut in Transaction
Dispute Calls
/02
+$5M
Annual Savings in
Operational Cost
/03
+$5M
Annual Savings in
Operational Cost
/03
+$5M
Annual Savings in
Operational Cost
/03
Challenge
Navigate Technical Debt, Compliance and Complexity
Credit One’s payment website is built on legacy infrastructure and bound by strict compliance, so we can’t directly alter the payment flow itself, while our users, rebuilding fragile credit, experience confusion and anxiety instead of control.
We must enhance usability and foster emotional security within these technical and regulatory limits, turning a source of confusion into an empowering financial companion.
Challenge
Navigate Technical Debt, Compliance and Complexity
Credit One’s payment website is built on legacy infrastructure and bound by strict compliance, so we can’t directly alter the payment flow itself, while our users, rebuilding fragile credit, experience confusion and anxiety instead of control.
We must enhance usability and foster emotional security within these technical and regulatory limits, turning a source of confusion into an empowering financial companion.
Challenge
Navigate Technical Debt, Compliance and Complexity
Credit One’s payment website is built on legacy infrastructure and bound by strict compliance, so we can’t directly alter the payment flow itself, while our users, rebuilding fragile credit, experience confusion and anxiety instead of control.
We must enhance usability and foster emotional security within these technical and regulatory limits, turning a source of confusion into an empowering financial companion.
Insights
Insights
Insights
The Current Experience
is Cluttered and Disorienting
After auditing, we uncovered critical frictions that undermined user confidence and led to operational inefficiencies.
Major Issues
01
Account Status Confusion
Users were unsure of their current balance or payment status, delaying payment initiations by an average of 2.7 days.
01
Account Status Confusion
Users were unsure of their current balance or payment status, delaying payment initiations by an average of 2.7 days.
01
Account Status Confusion
Users were unsure of their current balance or payment status, delaying payment initiations by an average of 2.7 days.
02
High Drop-off in Core Tasks
Essential tasks were frequently abandoned mid-flow due to poor navigation and clarity.
02
High Drop-off in Core Tasks
Essential tasks were frequently abandoned mid-flow due to poor navigation and clarity.
02
High Drop-off in Core Tasks
Essential tasks were frequently abandoned mid-flow due to poor navigation and clarity.
03
Lack of System Feedback
Users received little to no confirmation or status updates during key tasks, leading to uncertainty and repeated actions.
03
Lack of System Feedback
Users received little to no confirmation or status updates during key tasks, leading to uncertainty and repeated actions.
03
Lack of System Feedback
Users received little to no confirmation or status updates during key tasks, leading to uncertainty and repeated actions.
Overwhelming & Disjointed Financial Overview
Too many numbers and scattered sections make it difficult to grasp your account status at a glance.
Fuzzy Transactions
The transaction view’s cryptic labels and inconsistent formats, with no inline help, leave users confused and nearly impossible to dispute charges on their own.
Buried Critical Actions
Critical actions like Lock Card are buried several taps deep in the menu, preventing users from quickly securing their account in urgent moments.
Overwhelming & Disjointed Financial Overview
Too many numbers and scattered sections make it difficult to grasp your account status at a glance.
Fuzzy Transactions
The transaction view’s cryptic labels and inconsistent formats, with no inline help, leave users confused and nearly impossible to dispute charges on their own.
Buried Critical Actions
Critical actions like Lock Card are buried several taps deep in the menu, preventing users from quickly securing their account in urgent moments.
Overwhelming & Disjointed Financial Overview
Too many numbers and scattered sections make it difficult to grasp your account status at a glance.
Fuzzy Transactions
The transaction view’s cryptic labels and inconsistent formats, with no inline help, leave users confused and nearly impossible to dispute charges on their own.
Buried Critical Actions
Critical actions like Lock Card are buried several taps deep in the menu, preventing users from quickly securing their account in urgent moments.
Opportunity
Opportunity
Opportunity
How might we design a new card management system that helps users streamline essential tasks and navigate emergencies with confidence and ease?
Process
Post-Login Mental Model
We mapped users’ mental models post-login to understand their top questions and goals, which shapes how we structured the dashboard to surface the right content at the right moment.
Listen Context Map
We identified four key tasks that best shape how customers use their accounts to help us align features with actual user needs.
Test it Out
We created high-fi prototypes to validate whether key account details were surfaced clearly and aligned with users’ mental models.
Post-Login Mental Model
We mapped users’ mental models post-login to understand their top questions and goals, which shapes how we structured the dashboard to surface the right content at the right moment.
Jobs-to-be-Done
We identified four key tasks that best shape how customers use their accounts to help us align features with actual user needs.
Test it Out
We created high-fi prototypes to validate whether key account details were surfaced clearly and aligned with users’ mental models.
Post-Login Mental Model
We mapped users’ mental models post-login to understand their top questions and goals, which shapes how we structured the dashboard to surface the right content at the right moment.
Listen Context Map
We identified four key tasks that best shape how customers use their accounts to help us align features with actual user needs.
Test it Out
We created high-fi prototypes to validate whether key account details were surfaced clearly and aligned with users’ mental models.
Solution - 01
Solution - 01
Solution - 01
A New Experience For Efficiency and Peace of Mind
Financial Standing at a Glance
KPI: Missed Payment Rate
Reimagined account overview that offers a cleaner, high-level snapshot of balance, due dates, and payments. I prioritized essential information at the top, while structuring deeper details to unfold progressively.
Financial Standing at a Glance
KPI: Missed Payment Rate
Reimagined account overview that offers a cleaner, high-level snapshot of balance, due dates, and payments. I prioritized essential information at the top, while structuring deeper details to unfold progressively.
Financial Standing at a Glance
KPI: Missed Payment Rate
Reimagined account overview that offers a cleaner, high-level snapshot of balance, due dates, and payments. I prioritized essential information at the top, while structuring deeper details to unfold progressively.
No More Mystery Charges
KPI: Dispute Rate
I restructured vague terms and disorganized transaction details that left users confused. Now, each transaction tells a clear story of where you shopped, what you bought, when it happened, and how you paid. Rich details like merchant location and maps help you instantly recognize purchases, even weeks later.
Help is also just a tap away for any suspicious or incorrect charges.
No More Mystery Charges
KPI: Dispute Rate
I restructured vague terms and disorganized transaction details that left users confused. Now, each transaction tells a clear story of where you shopped, what you bought, when it happened, and how you paid. Rich details like merchant location and maps help you instantly recognize purchases, even weeks later.
Help is also just a tap away for any suspicious or incorrect charges.
No More Mystery Charges
KPI: Dispute Rate
I restructured vague terms and disorganized transaction details that left users confused. Now, each transaction tells a clear story of where you shopped, what you bought, when it happened, and how you paid. Rich details like merchant location and maps help you instantly recognize purchases, even weeks later.
Help is also just a tap away for any suspicious or incorrect charges.
Security is Just One Tap Away
KPI: Support Requests
Previously buried deep in layers of menus, card lock is now just one tap away. I added clear guidance, confirmation state, and reassurance messaging. Whether it’s a lost card or suspected fraud, users can now act quickly with an immediate peace of mind.
Security is Just One Tap Away
KPI: Support Requests
Previously buried deep in layers of menus, card lock is now just one tap away. I added clear guidance, confirmation state, and reassurance messaging. Whether it’s a lost card or suspected fraud, users can now act quickly with an immediate peace of mind.
Security is Just One Tap Away
KPI: Support Requests
Previously buried deep in layers of menus, card lock is now just one tap away. I added clear guidance, confirmation state, and reassurance messaging. Whether it’s a lost card or suspected fraud, users can now act quickly with an immediate peace of mind.
Close the Security Gap by Going Paperless
KPI: Paperless Enrollment Rate
Many users never enrolled in paperless statements simply because they missed initial enrollment emails or couldn’t find the option later, which leads to unnecessary security risks, as physical mail can be lost, stolen, or exposed.
I placed paperless enrollment prompts contextually at key touchpoints so users are more likely to enroll when it matters most.
Close the Security Gap by Going Paperless
KPI: Paperless Enrollment Rate
Many users never enrolled in paperless statements simply because they missed initial enrollment emails or couldn’t find the option later, which leads to unnecessary security risks, as physical mail can be lost, stolen, or exposed.
I placed paperless enrollment prompts contextually at key touchpoints so users are more likely to enroll when it matters most.
Close the Security Gap by Going Paperless
KPI: Paperless Enrollment Rate
Many users never enrolled in paperless statements simply because they missed initial enrollment emails or couldn’t find the option later, which leads to unnecessary security risks, as physical mail can be lost, stolen, or exposed.
I placed paperless enrollment prompts contextually at key touchpoints so users are more likely to enroll when it matters most.
Impact
The redesigned transaction and card-lock workflows were later brought to Credit One Bank’s app and drove an immediate 34% monthly drop in dispute calls, translating into over $5 million in annual operational savings.
Our redefinition of the site structure, IA, and navigation has not only improved the web experience, but also shaping the direction of Credit One’s mobile app.
+26%
Increase in Task Success Rate
+34%
Cut in Transaction Dispute Calls
+$5M
Annual Savings in Operational Cost
Impact
The redesigned transaction and card-lock workflows were later brought to Credit One Bank’s app and drove an immediate 34% monthly drop in dispute calls, translating into over $5 million in annual operational savings.
Our redefinition of the site structure, IA, and navigation has not only improved the web experience, but also shaping the direction of Credit One’s mobile app.
+26%
Increase in Task Success Rate
+34%
Cut in Transaction Dispute Calls
+$5M
Annual Savings in Operational Cost
Impact
The redesigned transaction and card-lock workflows were later brought to Credit One Bank’s app and drove an immediate 34% monthly drop in dispute calls, translating into over $5 million in annual operational savings.
Our redefinition of the site structure, IA, and navigation has not only improved the web experience, but also shaping the direction of Credit One’s mobile app.
+26%
Increase in Task Success Rate
+34%
Cut in Transaction Dispute Calls
+$5M
Annual Savings in Operational Cost
