Executive Leadership Allocates $12 Million For Credit Card Statement Experience

the situation

I put together a business case to redesign the credit card statement experience. This meant making tough but necessary decisions to design a holistic system, focused on solving customer pain points and business objectives.

the problem

Customers are demanding for a better way to understand their credit card statement.

the solution

Focused only on the most impactful and valuable items. Designed a system flexible enough to leverage consumer data driven content, campaign or online service no matter the touchpoint. The three prioritized areas of improvement:

Better visibility of data
Personalized statements with the context to help you with your finances
Cross marketing of online/offline statements

Personalized statements for each archetype

Giving the power to every customer, personalized statements give customers the knowledge to pay off their bill and in turn will allow them to buy more. Through research and discovery, we learned a number of ways to design information that wouldn’t confuse customers. We explored building out content through a series of patterns and components, giving customers high level information.

Quick View of Old vs. New Statement

Simple and Concise
Prioritizing content, creating a visual hierarchy and establishing a clear structure helps minimize confusion.

Evolved statement with data viz

The audience is able to quickly see complex information in a short amount of time to be able to make better informed decisions.

The benefit of a doughnut charts message “part-to-whole relationship” is obvious and the shape is familiar.

the business case

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The Solution

BETTER VISIBILITY OF DATA

Must be informative, engaging, easy, useful and efficient.

PERSONALIZED STATEMENTS

Removing any friction from each archetype. Cross sell opportunities and a unique way to include the payment coupon.

CROSS MARKETING OF ONLINE/OFFLINE STATEMENTS

With consumer behavior continually shifting, we’ll create conversational interfaces to allow customers to engage with anywhere within their journey. Making for a more cohesive and consistent experience across all platforms and channels.

Credit Card Statement Experience

CREDITS

Client: Discover Financial Services
Role: Art Direction, Concept Development, Design, Experience Design, Research, Strategy, UI, UX