My Work
Mobile Onboarding (Self-Service)
Request
Create a workflow for new users to create a new account. They previously needed to call us to get added to the system.
Solution
Add a workflow to gather basic user information to get a new account started. Users added their personal information, verified their email, and then asked to review our policies and other details before their account could be created.
Mobile “My Stats” Screens
Request
Users are provided with a reliability score and their attendance is tracked. This information was not available to users. There were times a user would be suspended from work and unable to sign-up for more shifts. However, they would not know they were suspended or why.
Solution
Identify where to add “My Stats” for users to view this information. Making these details available to users will reduce confusion and allow them to take charge of their journey. The “My Stats” details reduced call volume, help center tickets, and overall dissatisfaction with the app.
Mobile App Designs
Request
Redesign the Beta app. My first project at WAE was to simplify, reduce complexity, and update branding for the launch of the mobile app experience.
Solution
Focus on what the user needs to do once they download and install the app. In addition, updated the design to align with new branding and rewrote all content to clearly guide users through the updated workflow.
Existing Designs (Beta)
Mobile App - Launch
Enterprise Dashboard (MSP)
Request
Create a dashboard for each agency to be able to see their information. This was for our Multiple Service Provider site (MSP).
Solution
Show each agency specific details to let them know how they are doing. In addition, show them where there are current openings, those are their opportunities to make more money.
Student Card Hub
Request
Retain student cardholders after graduation. The graduation date and income were located on different pages. Currently, 86% of student’s leave for a card that offers a credit line increase (CLI).
Solution
Create a new experience that combines the two pieces of information on one screen and offer more information on why keeping this info updated is important.
Retention rate has increased 15% since this new experience went live, plan to see increase over the next 6 months.
Original experience
New experience
Credit Builder Journey
Request
Create an experience that will guide users through their secured card journey. Reduce call center calls from users asking when they will get their security deposit back.
Solution
Replace the static secured card page with an interactive journey. Create a custom experience to show users where they are in the process and customize messaging depending on which month they are in.
Static Page
Wireframes
Concepts
WIP Designs
Grad Promotion Tile
Request
Encourage student cardholders that are enrolled in the graduation cash back promotion to use their card. Keep it “top of wallet”.
Solution
Create a custom experience to allow students to track their earnings and motivate them to spend more to earn more. Keep them engaged throughout the promotion period by providing them updates on how much they are earning.
Increased spend by 35% during the promotion period.
Account Aggregration
Request
Create a customer workflow for new users to add external accounts to dashboard. Start with A/B testing. Ask users to consent to data sharing and reach the goal of 25% for the opt-in rate for them to receive personalized offers.
Solution
Build an intercept screen that includes information about how we will be using the details we are collecting. Provide example of the personalized solutions they could expect, and ensure their privacy and security.
Opt-in rate was 87% two months after launch.
Test 1 (A/B testing)
Test 2 (A/B testing)
Test 3 Final placement (A/B testing)
Digital Card
Request
Provide customers access to their credit card details (card number, exp date, and security code) in the mobile app. Ensure info is accessible by screen readers and able to be copied and pasted for ease of use.
Solution
There were two scenarios to consider. New cardmembers that would have limited access for the first 24 to 48 hours and existing cardholders that would have access to everything when this was introduced. I provided a few solutions and determined the best user experience for both audiences.
