Project: EXPRESS NEXT Credit Card application

Platform: iOS and Android

The Challenge: The EXPRESS NEXT Credit Card is currently supported on only the web. The team was tasked with creating a full native experience for the app, to give our best customers a smooth application experience.

Customers have complained about being unable to use the credit card after a successful application, as well as not being able to use their 20% off on their first purchase.

Role: UX Designer

Solution

Currently if a user signs up for a credit card while not logged in, we are not able to give them 20% off their first purchase. To solve this issue, we decided to force the user to sign in to access the application page. Not only does this ensure all users receive 20% off their purchase, they also will have their form pre-filled with any basic information that is already saved to their profile.

Supporting Experience

My Express: There’s currently no support or information about the credit card program on the app, so we needed to enhance the experience as a whole so users can understand the benefits of applying for a credit card. The My Express section is where a user accesses all of their information, so I updated this section to include credit card information. Adding the information here also adds parity between the app and website, letting the user easily find their needed information.

Bag: On the bag we’ve created a dynamic banner that informs the user how much they could save by opening a credit card today. Working with development and ba’s we decided to only show this banner to users that do not have a credit card, as well as hiding the “Apply Now” CTA if a user is not logged in - to enter them into the application flow.

Landing Page: Lastly, the app needed to have an informational landing page about the credit card. Users had no way to learn about the card natively and if a user has deep linking enabled currently they are taken to the homepage. Working with development we were able to have different states on this page as well and reading if a user already has a credit card.

Credit Card application

After the user is logged in and tap apply for a credit card, they are taken to the application page. I worked with our partner at ADS and internal teams to ensure all terms and conditions were correct and followed best practices. Once a user completes an application they are either approved instantly and served with a confirmation page, informing the user to use their 20% off in the allotted time period or the user is in an investigative state and will receive information about their application in the mail within 10 business days.