Macquarie Bank developed a digital-first solution to let clients securely access full card credentials within the Mobile banking app, reducing reliance on physical cards. I led the design process, from problem framing and research to concept development, detailed design delivery, and motion design for a smooth flip transition.
Macquarie Bank aimed to enhance its digital banking experience by enabling clients to securely access their full card credentials directly within the E&M banking app. The goal was to reduce reliance on physical plastic cards, offering a seamless and secure digital-first solution.
The primary goal for users was to provide secure, convenient access to card details anytime, anywhere. By digitising the card credential experience, clients could transition away from carrying physical cards, improving overall accessibility and convenience.
As the lead on this project, I focused on framing the problem, conducting research, and delivering a polished, user-friendly digital solution. Here's how the process unfolded:
To start, I utilised a UX Lean Canvas and a detailed design plan to frame the problem clearly. This process involved engaging all relevant stakeholders through workshops, ensuring alignment on goals and technical constraints from the outset.
I conducted rapid desk research and comparative analysis to understand industry standards and innovative approaches to digital card credentials. This research helped identify key opportunities for improvement and best practices for secure access.
I mapped the end-to-end user journey for both mobile and desktop devices, highlighting points of friction and opportunities to enhance the digital experience. This mapping ensured a cohesive and intuitive journey across platforms.
Through iterative ideation, I explored multiple interaction models, including motion design and signature experiences. These concepts aimed to balance security with ease of use, providing clients with a seamless and engaging experience.
I delivered a comprehensive, annotated state matrix covering all card types and states, ensuring clarity for development teams. This included handling various scenarios such as card activation, temporary locks, and expired cards.
To enhance the user experience, I created a smooth flip transition in After Effects, adding a polished, intuitive motion element to the card detail reveal. This motion design reinforced the feeling of a premium, user-friendly interaction.
Post-launch, I monitored user feedback and analytics to ensure the solution met both security and usability standards. Continuous iteration was planned to address any emerging client needs or technological advancements.
UX lean canvas & design plan
Mapping the user journey
Detailed design delivery
Final UI