empowering issuers with the visa transaction controls toolkit

 
 
 

background & challenge

Business Development documents were monotonous and technical without the customer at the center. The initial ask was to provide UI experience flows for each use case relevant to the transaction controls solution.



objective & approach

Provide a toolkit for internal stakeholders, Product, Business Development teams, to take to the client and furnish them resources for integrating and developing their transaction controls solution.

Approach as a storybook: less solution-focused, more human-centred and pragmatic scenarios, highlighting the cardholder value proposition in each use case.

 

ROLE & TEAM

Stakeholders

  • Consumer Risk Product Owner

  • Global & Regional Product Teams

  • Business Dev Teams

  • Issuers & Cardholders

Resources:

  • Design Agency - SouthSouthWest

  • Research Agency - IPSOS

AS LEAD PRODUCT DESIGNER

  • Production Lead

  • Creative Direction

  • Writing & Copy Editing

  • Workshop Facilitation

  • Research Planning

  • UI Design

  • Storyboarding

  • Prototyping

 

process

Audit & Case Study

Benchmarking with first live production of card controls Australian issuer NAB in delivering customer-centric transaction controls solutions for cardholders.

 

CONTENT SPINE DEVELOPMENT

  • Content spine in context to engagement framework

  • Audience definition

  • Scope of use cases: identifying the archetypes and writing the scenarios for each use case

Wireframing the pages for the toolkit.

 

NEEDFINDING WORKSHOP

  • Understanding Entrepreneurs and Business Solution Product Owners

  • Empathy Framework: The hero's journey.

 

ENGAGING AGENCY SUPPORT

  1. Storyboard illustrations

  2. UI Visual Design

  3. Toolkit Book Design

Storyboarding I provided the agency as a model for layout and placement.

 

OUPUT

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MULTI-MARKET STUDY & VALIDATION

After an initial distribution of the toolkit, we planned for a validation study with the relevant markets:

  • India

  • Singapore

  • Indonesia

  • Australia

 

retrospective

Learnings

  • A multi-disciplinary approach allowed the work to be very agile, as I switched from researcher, to writer, to illustrator, to interactive & UI designer

  • The human-centric narrative (and artwork) allowed the solution to be placed in context and softened the once technology-leaning approach

  • A toolkit can be modular and incremental in development and should be applied in engagements as soon as ready but agile and fast in evolving the maturity

Things to improve in the process:

  • More persona-focused research (dilemma of fidelity)

  • More participation in client engagement discussions, sitting in with issuers to understand their challenges as a solution developer

  • Getting dedicated writing support, from content strategy to editorial to UX/UI writing

  • More comprehensive approach in depicting the interaction for the solution: heuristics, lifecycle, etc.

Things to action on:

  • Providing a tool for Product and Business Development folks to produce their own white-labeled and bespoke flows for faster turnaround time (Figma)

  • Moving from static toolkit to online and interactive central resource

  • Add more live case studies

 

END