HUMANISING THE CREDIT CARDS EXPERIENCE
View your Digital Card
THE BUSINESS ASK
Enable users to view their digital credit card on-the-go, securely
The team identified the need to enable users to view their digital card details, such as card number, expiry date, and optionally CVV, within the Mobile and Internet Banking platforms. This capability must be provided in a secure environment, with access gated through user authentication. Additionally, there is a requirement to ensure that the visibility of these sensitive details is controlled, compliant with regulatory standards, and safeguarded against misuse through session-based access, visibility toggles, and strict data handling protocols.
Memorise - Toggle - Type
Most fintech apps allow copy-pasting or taking a screenshot of the card number from their platform to another, however this intuitive feature is strictly disabled for formals banks. The only option is to memorise, toggle and type.
How can we work around this constraint to create an experience that still adds value?
A Race Against Time
Card details are visible for 60 seconds at a time before collapsing. Granted this is a reasonable amount of time to register the details; without an indication of how much time is pending before time-out, this does feel like a race against time for users.
Extra frustrating given the number of authentications to reach the feature to begin with, the effort - value balance is skewed.
THE SOLUTION
MARRYING FEASIBILITY & EXPERIENCE
Countdown for Clarity
Through this, I learnt that even simple interventions can create deep value.
I added a countdown, which in a system bound by constraints was the only possible intervention, but through user testing I realised it genuinely eased the stress people felt while trying to view their card details. Sometimes simplicity really is the key.
DECREASING THE LEARNING CURVE
Recognition Over Recall
I matched the user flow to the real-world, i.e, you first read your card number and expiry, and then view your CVV by flipping over the card.
This is also compliant with regulatory guidelines which dictate that all 3 fields cannot be visible upfront.
IMPACT