Web Example | Card Controls
For this project, a set of credit/debit card controls from a self-service account servicing application needed to be replicated in a corresponding call center application. The ask was for a call center agent to be able to set or change the controls for a cardholder during a call center interaction. A key requirement was for the cardholder and agent be presented with the same terminology to avoid confusion.
The call center workflow design differed from the self-service offering in that it would allow all seetings to be adjusted and submitted at once; the agent could even view and adjust rthe settings for multiple/all cardholders on the account, a functionality that did not exist in the self-service version.
While iterating on the design, I also partnered with development teams members in questioning the need for some features offered in the original self-service design; specifically, we pushed back on the ability to limit transactions to within or away from selected postal codes. We justified these objections based on the level complexity and potential confusion the feature introduced weighed against the projected rarity of its use and the arduous amount of time and effort needed to develop.
The end result was a workflow that allowed agents to manage card controls settings for cadholders that were uncomfortable with or unable to use the self-service channel in an efficient manner using familiar terminology, creating a consistent and helpful experience between the self-service and call center channels.
