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Self-service PIN Management
UX Product Design Lead
What I did:
- As project lead, directed the design, maintained momentum and kept the communication lines open for this fast tracked project requiring a new design system and code-base
- Worked directly with product partner developing epics, features and strategies to effectively connecting user needs with business goals throughout all the planned MVPs
- Designed and created new responsive page templates as part of a platform rebuild & design initiative with the goal of setting the stage for future page upgrades by other designers and projects
- Presented those experience strategies as wireframes and user flow visuals for partner discussions and to clearly direct the rest of the design team deliverables
- Created a highly detailed and functional prototypes of the end-to-end experience for development UI specification and interaction flow deliverables
Change Your PIN is a digital first, self service capability where existing customers will now have the ability to change their Debit/ATM card PINs online and in mobile.
Most customers who open an account do not get to create a customized PIN number. The only options were slow and sub-optimal:
- Accepting a pre-generated PIN delivered via a paper PIN mailer that took at least a week to arrive
- Going to an ATM and using its limited PIN change interface
- Calling a Banker directly and dealing with usual customer service phone system issues
To solve this we extended our existing Create customized PIN functionality to more customers and we added a whole new self service Change PIN capability.
Not only did we resolve the above customer pain points, this new product also helped the bank by:
- Closing a huge competitive gap
- Reducing the cost and friction of sending paper PIN mailers and Banker resources
By building this online capability, we are giving our customers more control over their Debit card ATM experience and allowing them to customize their PIN at anytime, instantly by themselves.