**Disclaimer: Some details of this project will not appear in this case study because they are intellectual property. You may gain access to the full case study upon request at the discretion of the author. Please contact lkanaventi1020@gmail.com for password.
Credit card dashboard
The partner credit card landing page was redesigned to improve the customer experience. The previous landing page was outdated, and since they were moving onto a new platform it was perfect timing to redesign. The partner credit card team also aligned with the bank branded credit card landing page throughout the process. This alignment was to help build consistency across products and reuse code.
Problem
The original platform had an out of date design
Needed to determine if the new design had any usability issues, especially on key tasks (ex. identify card number, look up recent transactions, understand what card they’re looking at, look up total reward points, and lock/unlock card
Understand if the button labels and link labels make sense to users
Methods
Intake meeting/test plan I started off by scheduling a meeting with all the necessary team members (ex. product manager, content strategist, accessibility specialist, visual designer, and experience architect). We got a baseline of why we were doing this study, and aligned on team goals, recruit requirements, methodology, and timeline. Click here to see the test plan that was created from the meeting.
Alignment between prototype and script I worked together with the designer(s) and other team members to make sure that the script questions aligned to what was in the prototype and request anything that was needed in the prototype. I walked through the prototype and the script with the team and ensured that everyone knew that they can suggest changes, additions, deletions, etc. Click here to see the moderated script.
Mobile remote moderated study I conducted 6 usability sessions with a mobile prototype. The partner credit card site is mostly accessed by mobile users.
Made updates I analyzed the findings and created a report for the mobile study. Click here to see the report. The designers made the updates based off of the study findings. We also aligned with the bank branded team so that our designs could be reusable. They requested that the same study be redone in desktop due to that being their main user.
Test desktop remote moderated study with the new updates I conducted 6 usability sessions with a desktop prototype.
Findings and recommendations
Overall, users understood the website, but did not expect the functionality of show my card number. They liked it, but some were concerned around the security of it.
Users requested the ability to unlock on modal or language or language in the modal letting users know how to unlock card (because they can’t see the unlock feature when the modal is open).
Users were able to complete all tasks with ease.
Overall, the labels were clear to users and what they expected. The tab label “Details” could still be improved based on what users assumed would be under the tab. The label “customize shortcuts” should include quicktasks as well, since that is included in what is customizable.
The Single Product Landing Page went from a System Usability Score (SUS) of 94.17 to 99.64!