Wells Fargo | 2024 | Lead product designer
Submitting documents for a pending credit card application used to be cumbersome. Now it's simple, mobile-first, and seamless.
New and improved
Previously user’s had to mail in documents if their credit card application was pended. Now, they can easily upload documents and successfully finish their application. The new upload experience achieved a 43% completion rate, significantly increasing successful credit card applications.
Designing for complexity
We identified over 30 unique scenarios where users need to submit documents, such as tax returns, divorce decrees, or bank statements. To address this complexity, we designed a set of flexible patterns that can accommodate all these scenarios.
Multiple tasks
In this example, the user needs to confirm citizenship and verify income. They can upload their Social Security card and a recent pay stub, keeping the submission process quick and secure.
Design system components
Clear guidelines are delivered to help the design systems team add new components while maintaining consistency and accessibility.
Hand-off
Detailed annotations highlight design and staging differences to ensure excellent final experiences.
The outcome
The upload experience achieved a 43% completion rate, significantly increasing successful credit card applications.