card management

Services

Content Strategy, Customer Research, Content Design, Microcopy, Content Repository, Accessibility, Localization

Background

Allow customers to control certain features of their credit card on the banking app. This simplifies card management without burdening TD call centre agents and empowering customers to enjoy the freedom of self-service. 

Strategy

Use human language, consistent with the rest of the app, to make sure customers understand the implications of each feature. We studied the data shared by call centres and branches on customer pain points. We also used the data from our in-house chatbot, TD Clari, to study the types of questions customers were asking about managing credit cards.

Consequence-Driven Approach

We used content effectively to explain the result of one’s action. For example, we listed what a customer could and could not do with a locked card. We also added subcopy to ensure customers knew what they were attempting to accomplish.

status banner

We created a banner to inform customers about their card status - this is only displayed when the card is locked. The placement of the banner was a resounding success - 8 out of 10 customers we spoke to in our research sessions discovered it within 45 seconds.