Unique Problems to Solve
01
Design & build a flexible design system that's scaleable across web & mobile platforms that reflects the +10 credit card partner brands of FNBO.
02
Elevate the credit card web experience that serves credit card users' needs and also excites the partner brands inheriting the experience.
03
Help the FNBO team bring recurring user testing to validate ideas within build sprints to de-risk building something customers don't want or need.
Building a product customers love.
Inspiring digital change through Agile XP & Design Sprints
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Understanding Competitor Experiences
Companies such as Apple, Chime, Venmo, etc. are coming into the credit card space with a minimalist approach, only serving up what's key to users—and doing that very well. Banks tend to have the notion of "we need to give the customers everything", and in doing so, can lack focus on the true problems to solve for their customers.
It was important to see what direct and indirect competitors were doing well, and why their approach was successful.
Thinking beyond the “Budgeting Tool”
What do customers think about when they spend with their credit card?
What do they think about when paying a credit card bill?
How are they managing their credit debt?
I conducted various rounds of user testing to uncover user's mental models across the credit product landscape. Most folks have more than 1 credit card— and I wanted to unpack why they have the ones they do, what are they trying to accomplish, what they wish they could change, and what credit card information would help them most when it comes time for them to look at their overall finances or budget.
Staying user centric through co-creation sessions
I needed to understand what information regarding credit and spending would be most helpful to participants to inspire ideations around information hierarchy for the web app.
I conducted co-creation sessions to invoke rich conversation around participant's thinking and also identify patterns by asking participants to build their own credit card dashboards with dot-voted cards.
Uncovering credit card user archetypes,
their needs,
& mental models.
Prioritized for V2
Credit card insights
With the different archetypes uncovered, FNBO had the opportunity to solve problems toward archetype mindsets. Given priorities, time, and budget—they decided to move any new solutions addressing these findings towards a V2 release, and focus on V1.
I was however, able to bring in those insights to the V1 product and continued usability testing with focus on viewing balances & transactions, making payments, and seeing your category spend.
V1
The Web Experience Result
Headless Design System created to support +10 Partner Brands
