Credit Card Deferred Schedule

About my role in this project and my global feeling

As Intern UX Designer at BoursoBank, I had opportunity to work with 2 distinct teams :

• ✅ As Principal UX Designer (for 6 months) for the Customer Service : my intership allow Bourso Bank to recruit a resource for the customer service (until my arrival, the Infography team were almost totally allocated to the Marketing Department only.
• ✅ As UX Designer (for 1 month) in the UX Team of the Marketing Dept. : at the end of my internship, I worked on 2-3 project.
  

I had 2 challenges here : undestand the bank domain and users' needs & apply my UX skills after my Master's Degree. Fortunately, I had a great team and my internship was a success.

Problem Statement

After some weeks in the Customer Service team, I noticed some improvements. One on my first improvement was the display of the calendar for differed credit card. It was only a table, that is terribly not responsive design. I have proposed a new way to display the calendar based on studies, interviews and experience of one of my teammates. For this case, I was the Principal UX Designer.

 

Challenges and Context

Previously, the calendar feature was displayed as a static table, which created significant frustrations. Users had to manually locate the current month's row, a cumbersome process that was especially problematic on mobile due to the lack of responsive design. Scrolling horizontally and vertically on small screens was inconvenient and impractical. These issues severely impacted usability and customer satisfaction, prompting a complete redesign of the feature.

User Research and Needs Gathering

To design a tool that truly meets user needs, we conducted a series of research activities to understand the frustrations and expectations of clients. Our process included discussions with two team members of BoursoBank, one Customer Service member, one experienced bank manager, and two clients to gain comprehensive insights.

Our User Research Approach

To create a user-centered design, we conducted in-depth research to understand the pain points and needs of both users and stakeholders. Here's how we approached it:

• ✅ User Interviews: Engaged with diverse clients, including students, retirees, and working professionals, to understand their struggles with the previous tabular design and deferred debit concepts.
• ✅ Feedback Workshops: Organized sessions with banking and design teams to identify usability challenges and align on solutions.
• ✅ Surveys: Collected data to validate assumptions about deferred debit clarity and date display preferences.
• ✅ Process Audit: Evaluated the limitations of the existing display, identifying how it hindered scalability and user satisfaction, especially on mobile platforms.

My study also take in consideration the way that the eye read information, the following picture show how a human being consult an information.

What We Learned

Through this research, several recurring issues emerged:

• ✅ Deferred Debit Confusion: Many users struggled with understanding the concept of deferred debit, highlighting the need for educational content.
• ✅ Mobile Usability Issues: The old table format was difficult to navigate, especially on mobile devices, where horizontal and vertical scrolling frustrated users.
• ✅ Preference for Simplicity: Users wanted a clean, straightforward display that shows relevant information (e.g., current month’s debit date) without requiring extra effort to find it.
• ✅ Need for Educational Support: Users appreciated the option to access explanatory content when needed, but preferred it to be unobtrusive.

User Personas

To better understand the different types of users, we created personas. These profiles allowed us to define the specific needs and goals of each user group and tailor the tool to their objectives.