Getting users ready to use their debit card
Role:
Content Designer
Duration:
08.2021 - 05.2023
Responsibilities:
Content Strategy, Wireframing, UX Research
Why we worked on this
Many users tried to use their virtual debit card without having any funds in their account. Others requested the physical card before depositing money — and ended up confused or frustrated when they couldn’t use it.
We needed to set clearer expectations and guide users through what was needed to activate and successfully use their card.
How we solved it
We made key changes across the debit card experience to reduce friction and bring clarity:
Displayed account balance directly on the card design
Added contextual messages with tips and instructions to top up the account before use
Implemented a rule: users can only request the physical debit card after depositing at least $500
How the experience improved
35% decrease in support inquiries related to debit card usage issues
Fewer failed attempts to use the card without funds
Improved onboarding flow completion for new users with debit cards
Estimated impact based on user feedback and comparable releases
