US BANK PARTNER CARD

Replace Cards Lost/Stolen/

Never Received & Damaged

ROLE

Product Designer
User Research, Interaction, Visual design, Prototyping & QTesting

July 2022 - January 2025

Background

The partnership platform is a subsidiary service provided by US Bank to businesses that offer credit card services to their customers. This includes credit unions, car companies, grocery stores, and many other partners.

Problem

Within the partner card platform, users had to call customer service any time they needed to replace their cards. This created an increased volume of calls that required customer service representatives to provide support, which created longer wait times for all customers and risked potentially decreasing the overall quality of service.

The Solution

Redesign a frustrating, stressful experience into a supportive, accessible journey that meets users where they are during some of their most vulnerable moments. By centering human needs and understanding the real impact of stress on user behavior, create a solution that truly serves our customers when they need it most.

Impact

  • Contributed to 1.8 → 4.8 star app rating improvement across 122K users

  • $25 saved per unnecessary card through optimized damaged card logic

  • Enhanced imported feature with strategic improvements for Partner Card users

  • Trauma-informed design for high-stress user moments

  • Reduced the volume of calls to customer service

Research & Discovery

The Partner card team collaborated closely with the US Bank team to review the pain points customers experienced with the original Lost/Stolen/Replace Card feature. Here's what we discovered:

  • Users felt frustrated by having to replace each card individually when they needed to replace multiple cards

  • During these stressful moments, users experienced uncertainty, which affected their ability to confidently navigate through the process

  • The transition from reporting cards lost/stolen or never received to actually replacing cards wasn't clear for credit card users

  • Customers lost confidence when they discovered their card had experienced fraud

  • The current digital card feature failed to meet accessibility standards for our partner card platform

Designing the New Lost/Stolen/Never Received Experience

As the primary product designer for the partner card platform, I worked closely with the US Bank team to deliver an improved Lost/Stolen/Never Received card experience. This included:

  • Adding back buttons throughout the flow to accommodate customers during moments of uncertainty

  • Shortening the review transactions list to reflect only the timeline from when the user lost their card to the present date

  • Requiring transaction confirmation to ensure users were reviewing the right information

  • Routing fraud cases to customer service, where users could speak with a representative when they detected fraudulent activity

  • Updating the virtual card feature to meet accessibility standards and clearly informing users which new card number was replacing which old card number

Designing the New Lost/Stolen/Never Received Experience

As the primary product designer for the partner card platform, I worked closely with the US Bank team to deliver an improved Lost/Stolen/Never Received card experience. This included:

  • Adding back buttons throughout the flow to accommodate customers during moments of uncertainty

  • Shortening the review transactions list to reflect only the timeline from when the user lost their card to the present date

  • Requiring transaction confirmation to ensure users were reviewing the right information

  • Routing fraud cases to customer service, where users could speak with a representative when they detected fraudulent activity

  • Updating the virtual card feature to meet accessibility standards and clearly informing users which new card number was replacing which old card number