Reimagine Citi’s credit card acquisition & servicing process as a mobile-first conversational UX. Take the opportunity to simplify user flows and reduce pain points in the current state application process.
Design a fast, conversational credit card application process to increase credit approvals missed when applying by paper in-store
Increase acquisition and registration completion rates, increase engagement with the current product features, and decrease call volume
Error handling, legal requirements, reviewing and editing, and increase of time to completion – all via a mobile device
Design chat bubble form field errors similar to other digital error experiences to create a familiar environment
Work closely with legal to address and rework legal copy with the goal to shorten into concise content users wouldn’t have to scroll through
Add editing capabilities to chat bubbles, allowing consumers to re-open form fields, edit information, and save
Allow consumers one more chance to review their details, including editing capabilities to update information in order to avoid minor mistakes that may cause a credit rejection