Case Study 03:
Self-service debit card management for TIAA Bank
PROBLEM:
TIAA Bank needed an automated system for customers to order new debit cards to enhance convenience, speed up processing, reduce errors, cut operational costs, improve security, and scale efficiently with growing demand.
SOLUTION:
Designing for a seemingly straightforward process like re-ordering a new debit card presented significant complexities. Debit cards, along with many banking products, are subject to numerous legal constraints and regulations. Ensuring safety and security for customers was paramount, while also streamlining the process to alleviate potential stress.
SIMPLE FORM
Simplified form for debt card reordering.
PROCESS
As you can see from this process flow I put together, there are many factors that can impact a user’s journey when ordering a new debit card. This flow was beneficial not only for designing key screens, but also for development and testing.
The top bar shows where the user is in the flow and at the end of the flow a confirmation message is provided.
The additional option of changing your PIN during the card ordering process was added with a dynamic form.