Brand Promise: To help cardmembers achieve a brighter financial future.
Problem: Discover needed to translate its customer service strategy for helping delinquent cardmembers get back on track from the phone to the web. But, when logging in, these customers were shown a standard account center page with transactions, recent activity, rewards etc. They needed an experience to suit their needs.
Insight: Behavioral research shows that people going through financial hardshipsneed to feel heard, understood and supported.
Solution: We visited the call center to listen and interview reps for insights. We took a content inventory of every screen service reps use to make it available to users. We conducted journey mapping sessions, developed iterative prototypes and usability testing. We fought with legal—a lot. In the end, we developed a first-in-class digital product. A product that clients shared at the annual town hall meeting. A product that I love so much and hope I never have to use.
Role: Experience Development, Creative Direction, Prototyping
Solutions landing page
Flexible payment options
Balance tracking
We made sure help was always a swipe away
