PROJECT CONTEXT:
Through user research, leadership team discovered that Citibank card holders asked for a way for them to report a lost or stolen card. Thus, using Agile methodology the design team was tasked to design an end-to-end UX to solve that problem.

MY ROLE:
Lead the full product cycle for this feature: UX, UI and prototyping for desktop and iOS Citibank mobile app.

MY DESIGN PROCESS SPAN DISCOVERY, LOW FIDELITY, HIGH FIDELITY, DETAILED DESIGN, HAND-OFF TO DEVELOPERS, VISUAL QA

DISCOVERY PHASE:
After collaborating with stakeholders to align on business goals and project scope, I worked to gain a thorough understanding of the project. I reviewed existing workflows, researched insights, and explored any relevant design system components that could be leveraged.

GENERATING INITIAL CONCEPTS
My main tools in this phase are simple pen and paper. I came up with 3 concepts quickly that I then prototyped and socialized with partners. I received feedback the same day.

CONDUCTING COMPETITIVE ANALYSIS
I researched Bank of America, TD bank, and Chase bank to identify their UX, patterns, visual and interaction design patterns they used.

LOW FIDELIY PHASE. IDENTIFYING ISSUES EARLY FOR THE MOBILE APP.
I discovered that the current citibank app for iOS and Android look different. The content is the same but organized very differently. So the design question became: How might we present the “Lock your card” feature in a consistent way on both platforms?