When MBNA was going to merge with Bank of America, we started a project to migrate 4.5 million customer’s credit card accounts and transition credentials into the Bank of America Online Banking platform.
As the Authentication and Enrollment subject matter expert, I led the Transition project.
For discovery work, we had a lot of Voice-of the-Customer data and verbatim transcripts from the previous merger with Fleet Bank, to work from. We had 2 group sessions to validate some assumptions and identify any possible concerns specific to MBNA.
From that, the team devised a communication strategy, and I went to work on the user flows, and draft wireframes.
This flow diagram accounts for every scenario. Even one that includes an MBNA customer and a Bank of America customer living in the same household, using the same computer, with identical IDs & passwords.
Wireframe development went through daily walkthroughs with Product, Technology and Compliance and Leadership.
We had two rounds of lab-based user testing before finalizing the design.
In the end, I was able to create a design that dynamically displayed fields based on need, reduced an existing flow by over 50%, and created a new pattern.