Tapcheck
Reduce plastic
How a virtual-first approach drove $40k in projected savings annually.
Tapcheck's Mastercard card program was incurring a lot of waste and we were absorbing the cost.
I led product design for a multi-phase deliverable. I partnered closely with our head of product, engineering leadership and our card team to audit, refine ux, and replace with new design system.
Objective
Reduce physical card program with a virtual card first approach
Define pain points in current ux, collaborate with team to find an iterative solution.
Research & brainstorming
We connected with our CS card team to better understand the common problems with the card program in general, as well targeting physical cards.
Analyzed pain points in our current flow, and how we can create new experiences.
Brainstormed on competitive card experiences and their approach to virtual first card experiences.
Insights
Many users weren't receiving their physical card
We ask for users address at current signup for the main app, but don't confirm address pre-shipment of card.
Some users in multi-unit buildings weren't receiving cards
Many user's entered the correct address, but didn't receive their card because of apartment / suite errors.
44% users only use virtual card with digital wallet
We actually don't need to ship the card unless the user actually wants the card. (currently we autoship the physical card)
Mapping out the journey
Auditing the current flow was key, we pinpointed where we could enforce confirm address upon in card registration flow to remove address problems.
Existing google places api address validation work was available that we could apply to our flow with light engineering lift, we expect this to impact multi-unit building delivery issues.
Planning a virtual card-first experience surfaces an experience around gamification of the physical card. User's will be able to request a physical card regardless, but will also be rewarded for loading their card with a balance (transferring money to it from wages).
Updating the flow with high impact, low effort ui changes
We were able to package update address screens from the add account flow within the app, making it lightweight lift for engineering, address validation win with google places API, and applying our new design system we've started to roll out in other parts of the app.
Learnings and outcome
18% increased delivery success
Adding / updating the address with google places API increase delivery success
Informed delivery satisfied users
By providing a new card delivery tracking process, we reduced CS inbound on card related tickets
Business impact
40k Projected annual savings on physical cards
Virtual card first experience delivers