Where is my card?
Creditas is a Brazilian fintech built on secured lending, with an employee benefits arm that issues a card companies load for their staff.
- Role
- Senior Product Designer — sole designer for problem framing, service states, interaction design, handoff and outcome definition.
- Collaborators
- PM, Engineering, Benefits operations, CX/Support.
- North star
- Someone waiting for a card should be able to answer “where is it” without talking to anyone.
In 30 seconds
- 01 · Problem
- A card is ordered by the employer and posted. Nobody tells the employee anything, so the employee calls.
- 02 · Decision
- Delivery status is available from the card in the wallet, with an estimated date, courier tracking and activation. Notifications can complement this persistent status; the case does not claim they were an earlier tested solution.
- 03 · Result
- Shipped in 2023. It was built to bring the contact rate down; the figure is Creditas’.
The problem
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 — a call that costs money, takes an agent, and ends with an answer the app could have given for free.
Following the card to the door
01 / 04
The constraint
The delivery is not 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 design decision
Delivery status is available from the card in the wallet, with an estimated date, courier tracking and activation. Notifications can complement this persistent status; the case does not claim they were an earlier tested solution.
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.
The trade-off
The app shows the delivery summary and hands detailed tracking to the courier. Its usefulness depends on the freshness and completeness of the carrier data.
Outcome
- 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 belongs to Creditas, and this page does not invent one.
- 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 — because if most of them do, the app is not answering enough.