One-stop service to report credit card lost
Hang Seng Bank
Report credit card lost journey in e-banking
Bank customers can now report credit card lost and request replacement without dealing with customer service
Overview
Hang Seng customers needed to call to report if they have lost their card. The phone experience can be time-consuming and annoying for some, especially when they are under the pressure of losing the card and perhaps some other personal properties.
The online service provides customers with a self-serving platform and one-stop solution to report multiple card losses and make replacements with a few steps. The journey is live on Hang Seng e-banking.
Role
UX design
Logic flow
Wireframe
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Process
The flow has to cater to different types of cards and situations
Card ownership ( primary card / supplementary card ), login security level, and account status also affect the report and replacement flow and eligibility. So, we show the eligibility at the start of the journey. I also built a logic flow to indicate all the situations and the potential journey. Mapping the credit card loss journey to a real-life scenario, we also provide credit cardholders with one entry for multiple cards report and reach the report page via search engineer. The link to online service is also put next to the report card lost hotline.
