Mobile Is A Touchy Subject

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Customer Onboarding Experience

The ask was to design a card activation strategy that introduces customers to the product and service offerings and makes a great first impression.

Onboarding is always a challenge. If you make a bad impression you may lose the customer. There are many tasks to accomplish at once, making it almost impossible to get it right.

Not to mention the limitations of mobile screens!

Design Process

I created the plan, managed stockholder relations, and coordinated with on- and off-shore teams. I used an agile design process, using a hybrid of consulting and startup techniques to rapidly innovate and button down the screen designs.

Result

The design solution seamlessly accomplishes several objectives at once

  • The customer gets a product tour

  • The company learns about the customer’s interests

  • The customer sets up a customized experience, and is encouraged to use the card right away

The experience is lightning fast, doesn't require much thought, and is responsive across desktop, mobile, and tablet.