barclaycard
The Brief
Barclaycard was taking an assertive approach to tackle the issues of Credit Card Fraud. The Design Office was tasked to work with the Barclaycard SID&V team to bring analysis and verification of the SIDV Program bringing:
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• A fresh view on current assumptions and wider proposition to create for a viable future state.
• Design Led process to champion Customer Experience for E2E journeys
• Introducing the Project team to new trends, technologies, and capabilities that may add insights to business priorities
My Role
I designed responsive interfaces for desktops and the MyBarclaycard Apps for Smart Phones. The full complement of UX practices were applied including detailed requirements gathering, analysis of data, reviewing the current processes and recommending enhancements via user journeys and prototyping potential new device agnostic solutions.
I also worked from a strategic perspective, designing possible future fintech advances, as part of a comprehensive Design Ideation that worked to try to resolve Barclaycard’s fraud losses that were disproportionate to their market share, especially in unrecoverable Card Not Present transactions (3D secure) and Account Takeover fraud.
The Work
As part of my role in the Design Office I had to demonstrate how new technologies, devices and trends were a better option for the future of Barclaycard and the new bankcard proposition was not a future proof solution. We tested assumptions using Barclaycard BCA Axure Prototype (Access code: 123456).
The Design Office from Barclays were assigned the role of determining whether the proposed physical card was future proofed in a changing digital environment.
The Card was enabled to create a One Time Passcode on the card itself.
After testing and resolving the proposed physical card was not fit for purpose we focussed on the Digital BCA App
The Design Office from Barclays were assigned the role of determining whether the proposed physical card was future proofed in a changing digital environment.
Major Accomplishments
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Seconded to Barclaycard’s Identity and Verification (ID&V) programme to review proposed new physical bankcard.
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As part of my role in the Design Office we had to show new technologies, devices and trends can impact this new bankcard proposition
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Using an ideation process and Persona approach we helped define the User experience and identify pain points and opportunities for the Project
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Analysed user data and provided best practice feedback to senior level stakeholders
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Identified inconsistencies with the programme’s proposition and saved Barclaycard £150m by cancelling the ill-conceived programme that Barclays had requested I carry out a strategic review on their behalf.
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Worked with testing and onboarding teams to develop new digital, device agnostic solutions.
CONTACT ME
I am here to help you with any digital strategic concerns you and your business may have and, working with you, create intuitive designs that meet your user's needs and business requirements.
If you have any questions please feel free to drop me a line.
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Tel: 44 - 7790 697639
