Simplifying Scotiabank's complex Caribbean credit card application process
With significant business being conducted in the Caribbean, Scotiabank needed to streamline and simplify a cumbersome credit card application process for customer heavily dependent on mobile devices.
Opportunity
Due to the complicated regulatory and cultural frameworks in the Caribbean, Scotiabank needed to simplify the process for customers to apply for their various credit card products. They needed to collect significant amounts of personal information and they also needed to address a number of technical and communication challenges related to their Caribbean customer base. MitreBox UXD was brought in by Scotiabank’s development agency to tackle the challenges and design an elegant and streamlined user experience.
Solution
Over a 2 month period, MitreBox UXD worked in close collaboration with Scotiabank’s development partner. Building on the existing insight from Scotiabank’s existing application process, MitreBox UXD developed a responsive rapid prototype aimed at re-architecting transactional flows and minimizing the effort necessary to complete a credit card application. At the same time, MitreBox UXD devised a strategy to allow customers to begin the process on a mobile device yet complete it at a later date on another device or platform.
Results
Ultimately, MitreBox UXD delivered a transactional flow optimized for the unique challenges and limitations of Scotiabank’s Caribbean market. From wireframes and rapid prototypes to the final visual design based on existing Scotiabank style guides, the final product delivered a simple and straight forward approach for their customers as well as allowed Scotiabank to drive growth in card applications and activations.
Services Provided
MitreBox UXD worked closely with Scotiabank's digital agency to provide the following services:
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