Serve Prepaid Card Credit Card App & Website

UX Design · At Moment (Design consultancy, acquired by Verizon)

Website and mobile apps for the management of the Serve prepaid card and its partnership brands BlueBird (for Walmart) and REDcard (for Target).

I was working as a Senior UX Designer at Moment, a design consultancy. As part of an ongoing engagement with American Express, I served as a Lead UX Designer, working closely with a Product Manager and Visual Designer on ongoing feature additions and usability improvements.

Using 2-week Scrum sprints, work included audits, client workshops, user journeys, conceptual and detailed design, user testing, and UX specs creation.

Case Study: Instant RCC

Background

Remote Check Capture (RCC) allows to capture and deposit checks via the mobile app. The processing takes 6-9 business days. Instant RCC extended this feature to allow deposits within 30 minutes. Due to the associated risk, this involved a fee and certain usage restrictions.

Design Brief

As with all projects for the Serve team, we started with the creation of a Design Brief. The Design Brief defines the overall project and business goals and potential design strategies.

Audit

The next step was an audit of related existing functionality and related competitor approaches. This ensures a solid and shared understanding of the problem space.

User Journey

For this project, it was important to understand the users mindset across all potential interactions with this new feature. Therefore, we conducted a journey workshop with Product Managers and Designers.

We broke the user journey into specific periods (Initial Encounter, Feature Experimentation, Feature Adaptation), and for each period identified potential touchpoints, corresponding user needs and goals, and related business requirements or constraints.

Final Journey Map

The final journey map summarizes these findings, illustrating a multitude of insights:

User Mindset: What is the user's primary goal at a given point in time?
Service Mode: What is our focus in addressing this goal?
Services: How specifically can we do this? For the common path? For exception states?
Channels: Which channels are appropriate for this? What specifically can we do? What priority has this?

Lastly, it clearly summarizes the key opportunities across channels (Blue callouts).

Design Concepts

For each identified opportunity, we developed high-level design concepts illustrating potential approaches. Wherever non-trivial, we explored and evaluated multiple approaches.