US BANK PARTNER CARD

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ROLE

Product /UI Designer
User Research, Interaction, Visual design, Prototyping
& QA Testing

Applications
Mobile (iOS & Android) & Web

July 2022 - January 2025

The challenge

Design a card replacement experience for US Bank and Elan Partner Card customers dealing with damaged cards - a frustrating but low-stakes inconvenience that shouldn't require a branch visit or phone call.

Previous flow challenges:

  • Automatically sent primary account holder a card even when not needed ($25 wasted per unnecessary card)

  • Too many steps for a simple non-security issue

  • No immediate solution while waiting for physical card

Business goals:

  • Increase completed orders

  • Reduce "never received" reports (indicating successful delivery)

  • Save US Bank and Elan resources on unnecessary card production and customer service calls

Key Insight

Damaged cards are an inconvenience, not a crisis. The flow should be fast and straightforward - but smart enough to handle edge cases without overwhelming users or wasting company money.

The Solution

When your card is stolen, the last thing you need is confusion.

This redesign stripped away friction and added clarity—making a crisis moment manageable.

Streamlined the card replacement flow for the Elan Partner Card platform and built intelligent logic to handle multiple scenarios without forcing unnecessary card replacements.

Design decisions:

  • Simplified entry point connecting to Lost/Stolen flow when needed

  • Advocated against PM's multi-card selection feature - users rarely damage multiple cards simultaneously, adding complexity for an edge case

  • Added smart single-card selection for account holders - only replace what's needed

  • Reduced screens by combining shipping with review

  • Added instant digital card access for immediate use

The Impact

  • $25 saved per unnecessary card across thousands of Elan and US Bank replacement orders

  • Simpler flow by eliminating unnecessary features = faster completion

  • Digital card feature = immediate relief while waiting for physical card

  • Reduced customer service calls through self-service completion

Research & Discovery

Analyzed existing card replacement patterns:

  • Damaged card scenarios typically involve single cards (unlike lost/stolen which often affects multiple cards)

  • Previous flow automatically replaced primary account holder card regardless of need

  • Each unnecessary replacement cost $25 (card production + shipping)

User insight: Users dealing with damaged cards face inconvenience, not crisis. They need speed and simplicity, not security theater.

Business discovery: Identified opportunity to reduce costs while improving experience through smarter card selection logic.

The Flow

Damaged cards are annoying, not devastating. This flow gets people what they need without making them work for it.

A. Smart routing from single entry point

  • Users selecting "Damaged" enter simplified replacement flow

  • Lost/Stolen/Never received route to fraud-protection flow

  • One entry point, two experiences based on security needs

A. Selective card replacement prevents waste

  • Users choose only cards that need replacing (vs. old system that forced unnecessary replacements)

  • "Select all" option available for convenience in rare edge cases

  • Saves $25 per unnecessary card across thousands of orders

  • Pushed back against PM's initial multi-card default requirement based on user behavior patterns

A. Clear communication about card number

  • Informs users their card number stays the same (reducing confusion and anxiety)

  • Sets expectations upfront before replacement is finalized

  • Critical information for users who have card details saved in payment systems

B. Streamlined review with integrated shipping

  • Combined shipping selection and review into single screen

  • Reduces clicks and cognitive load for simple replacement scenario

  • Expedited shipping default ensures fast resolution

A. Zero downtime with virtual card

  • Instant access to digital card eliminates waiting period

  • One-click copy reduces manual entry errors

  • Users can continue spending immediately

B. Transparent expectations and reassurance

  • Clear arrival timeline prevents anxious checking

  • Confirms damaged card remains usable (no rush to activate)

  • Simple disposal guidance removes decision paralysis

C. Virtual card confidence

  • Explicitly states where card works (in-store, online, by phone)

  • Anticipates user questions before they arise

  • Removes barriers to using new card immediately

View the prototype

Future Enhancements

While this redesign significantly improved the user experience, additional opportunities emerged:

Progress indicator: Add a visual progress bar to help users understand their position in the 6-step flow and set time expectations during an already stressful moment.

Live support integration: Implement in-flow chat widget to provide real-time assistance for users who need clarification without abandoning the process.