As the UX Designer responsible for the lending squads, credit cards was a complex project assigned to our team. We were responsible for all things lending, from applying, transacting and closing accounts. The bank already had research on most of its lending products however, credit cards at the time was an untouched product in terms of research and UX, and therefore needed a lot of exploratory and customer research to transform the experience.
Viewing and transacting on a credit card were our two initial projects for each squad. We needed to learn how users utilise their credit card, spend, transact and why they apply for Greater over other available banks. A full analysis of the current platform was required, market research and user research to really understand what we can do to enhance the experience to match user needs and expectations.