Getting a debit card -Naranja X
Overview
Naranjax is a fintech dedicated to tackling the financial challenges and needs people face. As a UX designer at Naranjax, I led several initiatives to refine our B2C offerings. In this project, the focus was on optimizing the debit card acquisition process.
Our mission was to streamline the ordering, tracking, and delivery of Naranja X debit cards—aiming to redefine user expectations and build trust in digital banking.
Results
The launch was a resounding success, with thousands of seamless deliveries and a significant drop in customer inquiries about card shipments. This project not only improved operational efficiency but also played a key role in driving the nationwide adoption of debit card usage.
The journey began with a comprehensive service blueprint that detailed every touchpoint in the debit card user journey. Collaborating closely with IT, Product, and our logistics partner, we set out to completely redefine the debit card experience. This phase was essential for aligning expectations and laying the groundwork for innovation.
Benchmarking was a key component of our strategy. We analyzed competitors' approaches to similar challenges, gathering insights that informed our design decisions. To fully engage with the process, I personally ordered, tracked, and analyzed the delivery experience of various cards, gaining firsthand insight into user pain points.
Mapping the Mission
With a deeper understanding of the services we were going to offer, and considering third-party integrations like courier services and APIs, we were able to establish our goals and objectives.
Now, with these in mind, the goal is to create a feature that allows users to request a debit card, which will either be delivered within seven business days or available for pick-up at a branch.
To achieve this, the requirements needed to be broken down into finer details. A key role was in creating user stories, focusing on essential aspects and using business needs as a guide. Below are four key sections of the application, each with its sub-requirements and objectives.
✦ Debit Card Request: Incorporate this feature into the Cards section.
✦ Home Delivery: Integrate with the Google Maps API for accurate address delivery.
✦ Branch Pick-Up: Integrate an API to locate the nearest branches for pick-up.
✦ Order Tracking: Implement tracking for the debit card request.
✦ User Status Updates: Include tracking statuses such as Delivered, Pending, Couldn’t Find You, Logistics Error, and Pick Up at Branch.
Outcomes 🚀
The launch was a tremendous success, with thousands of seamless deliveries and a significant drop in customer inquiries about card shipments. This project not only boosted operational efficiency but also played a key role in driving nationwide adoption of debit card usage.
