Where is my card?
Creditas benefits cards arrived without warning, so people called support to ask where they were. I put the answer where the card already lives, and handed off to the courier only when someone wants the detail.
Creditas · 2023 · Shipped in the app
Project sheet
- Sole designer
- 1 PM, engineering, Benefits, CX
- 1 month to handoff
I was the only designer, and owned the service states, the interaction design, the handoff and the outcome definition.
- Problem
- A card is ordered by the employer and posted. Nobody tells the employee anything, so the employee calls.
- Decision
- Put the delivery status on the card itself, in the wallet: an estimated date, courier tracking and activation.
- Result
- Shipped in 2023. It was built to bring the contact rate down, so the number to read is calls about card delivery as a share of all contacts. The figure is Creditas’.
Two weeks of silence
A benefits card is ordered by the company, printed, and posted. Between the order and the doormat there is a fortnight of silence: the employee does not know it was ordered, does not know when it will arrive, and has no way to find out. So they do the only thing left and call support, which drove the contact rate up sharply. Each call costs money, takes an agent, and ends with an answer the app could have given for free.
North starSomeone waiting for a card should be able to answer “where is it” without talking to anyone.
Following the card to the door
The delivery isn't ours
The company orders, a processor prints, a courier ships, and the app is the last to know. I could not change any of that, and I could not promise a date the carrier had not given.
The status lives on the card
The status lives on the card, in the wallet: an estimated date, courier tracking and activation. A push tells you once. A status on the card answers every time you look, which is when the question comes up.
The states the design has to survive
Requested and processing, ready to post, on the way with a date, delivered, and the unhappy ones: the data does not load, the carrier says nothing, the card is not activated. Those screens were designed too, because a tracking feature is only trusted if it is honest when it does not know.
A summary here, the detail with the courier
I kept the app to a summary and handed the detail to the courier’s own page. The cost: the app is only as good as the carrier’s data. That’s why the states for late or missing data were designed too.
Shipped in 2023
- Shipped
- The delivery state, the wallet widget, the hand-off to the courier and the activation chase went live in 2023.
- What it was built to move
- The contact rate at support, which was rising because of this exact question. That figure is Creditas’.
- What I would watch
- Calls about card delivery as a share of all contacts, the share of cards activated within fifteen days, and how many people tap through to the courier. If most of them do, the app is not answering enough.