HUMANISING THE CREDIT CARDS EXPERIENCE
Loaders
THE BUSINESS ASK
An intervention for load time issues
Clicking on an offer banner fires a stack of API checks that creates a load time of 30-40 seconds. Presented with only a two-dot spinning loader in the meanwhile, users do not know what’s happening, why it’s taking so long, or what will happen next, causing drop offs at this stage.
The ideal solution would be to optimise the APIs to reduce load time. However, this was not a low hanging fruit as there was a dependency on external vendors to fix this. So, a low-effort yet high-impact solution I proposed was to design a more intuitive, informative and delightful loader.
BALANCING REGULATORY GUIDELINES, FEASIBILITY & EXPERIENCE
High Load Time
Obstacles to Optimisation
Each API is handled by a different external vendor. So a request to optimise these would be conveyed to every different vendor who's APIs are being called on a particular click. And even then the process would be long and filled with bureaucratic red tape.
The only course of action left is to push for back-end optimisation in the long run, while smartly stitching the experience on the front-end.
THE SOLUTION
THE DELIGHT FACTOR
Making the Wait Worth it
By reimagining the loader as a transparent, personalised micro-experience; using typewriter-style interactions, dynamic copy and visuals; the perceived wait time decreased.
We thus turned an unavoidable 30-40-second delay into a small, branded moment of care.