Mastercard

Inside application

My Company Manager

Mastercard’s My Company Manager tool lets banks reserve credit card numbers to issue new credit products. It is one of 6 tools with 1 million monthly active users across 80 countries.

A better self-service tool was needed to issue credit card ranges
MasterCard’s self-service tool was extremely limiting. Banks would need to call customer support to issue credit card ranges, instead of using the self-service tool. I was brought on to improve the tool to be truly self-service.

Role

Senior UX Designer

Timeline

8 Months (Feb - Sep 2019)

Responsibility

Lead design delivery for application, partner with UX researcher, illustration Icons, front-end dev

Heartbroken letter

How do we know we are successful

Success metrics

The survey indicated a need for more positive feedback from users on two specific questions:

1

Reduce the number of support calls from 78% to 50% when issuing card ranges.

Users can easily access all their assets and feel confident when making requests through the self-service tool.

2

Increase the speed of the internal approval process for issuing card range process.

Streamline the internal approval process to reduce delays in launching new programs for customers.

Challenges

Working around constraints

There were a number of regulations, technical and business constraints that I had to work around, when designing a self-service tool. Some of the constraints were:

Restrictions on Bundling Unused Account Ranges: Users are not allowed to combine any unused credit card range accounts to meet new requests

‍Recycling Pool Limitations: Unused BIN ranges are sent back to the recycling pool, barring users from using them for the next 18 months

‍Delays Leading to Costly Alternatives: To circumvent implementation delays, users often have to acquire a new BIN account range, which proves to be an expensive solution for both the customer and Mastercard

‍Multiple Business Approvals: Account ranges need numerous approvals, such as "ring fencing approvals

Mastercard case study system mapping image

Prioritization

Shared mental model

Self-service: "asset modification", "maximizing account range usage," and "streamlining the approval process" could be integrated into a self-service tool.

‍Human intervention: status on internal "approval processes" and “support inquiries” still require human intervention.

I helped MasterCard prioritize what features could go into a self-service tool, and determine what would still require human intervention. This wasn’t clear at first.

Mastercard case study prioritization image

Experiments

How might we help users to use maximum account ranges?

After multiple ideation and brainstorming sessions, I had two initial ideas for big group

Concept one:
‍
Recommending unused BINS
Integration of a feature that suggests the most appropriate unused BIN account range from the user's asset pool for the customer.

Concept two:
‍
BIN split for unused BINs
Partially used products with low market momentum can be repurposed in new programs, enabling users to utilize unused BINs through program splitting.

Validation

Concept one was the winning concept

Concept One received positive feedback for its intuitive interface and streamlined user flow, with stakeholders expressing confidence in its ability to meet user needs effectively. Concept Two garnered mixed reviews, with some stakeholders expressing concerns about its splitting active product.

Expanding on Concept One: Adding New Features
The recommendation concept fell short of meeting the criteria for optimizing BIN Account range utilization. I redesigned it with the feature to optimize BIN ranges.

Limitation with concept one:
Users might have needed a smaller range to fulfill request, but the available range was much larger than requirement.

Mastercard case study concept one enhancement image

Solution
Allow users to bundle multiple programs for maximum account range utilization.

Mastercard case study concept one image two

Consolidating to one single screen
I optimized the flow of multiple programs into a single screen. I introduced a step-by-step wizard and a dynamic recommendation system on the same page.

Mastercard case study concept one image three

Endorsement reflection

Testimonial

Ankit is a thoughtful and methodical UX practitioner. I've seen him operate at a senior level working with partners and peers to improve the user's experience here at Mastercard. Ankit is highly empathetic, both on behalf of our B2B customers, as well as to his partners and peers. He's simply a pleasure to manage and work alongside. Ankit works at the intersection between Front-End-coding and UX design, which makes him a potent contributor to affecting solid user experience.

Pete Peterson

Vice President, User Research &
Product Experience Design / Mastercard

I thoroughly enjoyed working with and managing Ankit. He has a wealth of knowledge and skills that would raise the quality bar for any UX team he's engaged with. He's both analytical and empathetic. With Ankit's knowledge of front-end development he's also able to sit at that cross-roads between development/engineering and able to bridge the communication gap which makes him an a powerful contributor to the conversations around UX. I was lucky to have him on my team and look forward to hopefully working together again in the future

Michael Torpea

Director, Product experience Design / Mastercard

I had the pleasure of working with and managing Ankit for almost 3 years. In that time, he saw tremendous growth in both his UX design skills and his soft skills. One of the first things that stuck out to me was how willing he was to learn and develop his skillset. He was already very knowledgeable about front-end development and really wanted to be able to tie in his design skills through a good ux practice. He worked very hard to get to that point and as he left my team, I was really excited to see how far he had come. Ankit is a great personality to have around, and his skills make him a very valuable contributor to any design or front-end development team.