Naranja X is at the forefront of revolutionizing financial management in Argentina, offering a digital banking experience.
Our mission was clear but ambitious: to streamline the process of ordering, tracking, and receiving Naranja X debit cards. This initiative was not just about logistical efficiency; it was about redefining user expectations and trust in digital banking.
The transition to a user-friendly debit card process was fraught with obstacles. The pandemic added layers of complexity, forcing us to rethink our collaboration and development strategies under remote working conditions. The challenge was not just technological but also logistical and communicational, requiring a delicate balance between various stakeholders' needs.
The journey started with a comprehensive service blueprint that mapped every touchpoint of the debit card user journey. Collaborating closely with IT, Product, and our logistics partner, we set out to redefine the debit card experience from the ground up. This phase was crucial for aligning expectations and setting the stage for innovation.
Benchmarking played a pivotal role in our strategy. We dissected competitors' approaches to similar challenges, drawing insights that would inform our design decisions. This wasn't a mere academic exercise; I engaged with the process by ordering, tracking, and analyzing the delivery experience of various cards, gaining a firsthand understanding of user pain points.
The design phase was a balancing act between creativity and functionality.
The prototype was first tested internally with Naranja X employees. This cautious approach allowed us to gather authentic feedback while safeguarding the privacy of an unreleased product. The trial was comprehensive, covering the journey from card request to physical receipt and activation.
The feedback was overwhelmingly positive, with a 98% success rate in timely card deliveries. However, the real value came from the iterative process that followed. Each bug fixed and adjustment made was a step closer to our vision of a seamless debit card experience.
