The first opportunity we identified was streamlining the debit card application process. There were two friction points within this flow. We used a 3rd party banking solution to create the debit accounts and issue Watson cards. The MVP of the app asked users to complete the card application on the 3rd party provider's website instead of within the Watson app. Additionally, users are asked to provide their entire Social Security Number during the application. Users felt confused and wary by the change in UI and requested sensitive information at this step. Incorporating the card application within our native app and providing better context gave users a seamless, more trustworthy onboarding experience.
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