Problem & Goal
Rogers Communications aimed to enter the financial services space by launching the Rogers Bank Mastercard. The key challenge was developing a seamless digital presence that aligned with the Rogers brand while establishing a distinct identity for the banking venture. The goal was to create a simple credit card application process with self-serve content to minimize call center volume, while ensuring the bank met regulatory compliance and delivered an intuitive user experience.
Solution & Process
- Interactive Prototype to Secure Buy-In:
- Designed an interactive presentation and prototype to showcase the Mastercard's digital experience.
- Delivered a compelling pitch that secured board approval for the new line of business.
- End-to-End Digital Experience Design:
- Crafted workflows, user interfaces, and prototypes to create a frictionless application process.
- Simplified the multi-step eKYC (electronic Know Your Customer) process to streamline user onboarding while ensuring regulatory compliance.
- UI Framework Development:
- Built a scalable UI framework for rogersbank.com, aligning it with the parent Rogers brand while creating a unique, user-friendly design language for the bank.
- Collaborative Implementation:
- Worked closely with engineering and marketing teams to ensure seamless integration with backend systems.
The Results
- Accelerated Launch: The digital platform supported the successful launch of the Rogers Bank Mastercard, introducing Rogers Communications into the financial services sector.
- Customer Adoption: Simplified workflows contributed to a significant increase in application completions and customer acquisition.
- Long-Term Engagement: The success of the initial project led to nearly 10 years of ongoing collaboration, including enhancements to the bank's digital ecosystem and the creation of promotional tools for customer retention.
