Instant Issuance Case Study
I worked with our Payments team to envision the future of our Digital Instant Issuance capabilities for credit and debit cards. With Digital Instant Issuance, customers can have a digital card number available immediately when they sign up for an account, or for existing customers, when they make a request for a digital card.
I started this engagement with a knowledge harvest among internal TD sources (stakeholder interviews) as well as a literature review of external data sources (Forrester, publicly available articles, and proprietary reports from consulting firms). From this data, I created a "Know before you go" document & "How might we" statements to help guide ideation workshop among key stakeholders. Selected slides shown below. To maintain confidentiality, most slides are not included.
I also ran a survey to answer key questions, including:
Do consumers feel they need plastic cards, or would digital cards be sufficient?
When might they choose to use a physical plastic card vs. a digital card?
When do consumers want a digital card? Do they want it as part of the application process or would they request it at a later date? Would they request it in a store?
What kind of support might they anticipate for a digital card? Would they expect to call, chat, go in to a store, other?
The survey was ultimately 40 questions, taking about 15 minutes, and had 1221 participants.
Using this documentation and survey data, I successfully ran an in-person ideation workshop across two days. In this ideation workshop, stakeholders from multiple departments were invited to discuss their thoughts, concerns, and hopes for the future of the capability. We focused on ideation exercises to collect ideas from across the group and to narrow down the scope of the engagement to those concepts deemed most viable, feasible, and desirable.
After the survey, I worked with my Design team to create wireframe concepts for potential Digital Instant Issuance experiences. Once we had preliminary concepts fleshed out, I lead a concept evaluation to understand the usefulness of the concepts, the match with user mental models, and to understand any showstopping issues in the overall ideas. Selected slides shown below. To maintain confidentiality, most slides are not included.
With the results of the concept evaluation, I worked with my Design team to further revise the concepts until we were confident in the usefulness of our solutions. We then created high-level designs based on the concepts, and recommended that those concepts be taken into usability testing to understand the clarity of the designs among potential users. (Usability testing was handled by more junior team members and therefore isn't included).