Client: Mastercard

Building a unique proposition with Mastercard

Mastercard has developed a truly unique proposition centered around customers, delivering value and therefore making Mastercard the cards of choice for millions of customers around the world. In order to be the leader in credit and debit card usage, the digital experience needs to be smooth, easy and enjoyable.

While the Mastercard platform of Priceless is essential to the brand’s growth and performance, working together with the client, we discovered that the mobile user experience, the app, was causing some barriers to customer value and business growth.
We helped them by

Defining Strategic Opportunities

In order to identify possible usage barriers, we researched customer shopping habits, specifically on mobile. We conducted user interviews and UX analyses in order to pinpoint the ‘pain points’ in the app and opportunities for improvement. We aimed at creating a smooth, seamless and enjoyable customer journey so that both customers and Mastercard could benefit from the experience.

We helped them by

Building solutions

One major issue was registration and onboarding for the app. The process was complicated and resulted in many potential customers ‘dropping out’. Through an agile process, we revisited the UX of the app and optimised, through a series of iterations, for customer usability and ease. Redesigning the customer journey, resulted in a user friendly app and more customers engaging with the platform.

We helped them by

Scaling the Business

The new UX design was adopted by Mastercard across the board and resulted in more engaged and active customers. 

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The New Normal.

The COVID-19 outbreak is a new global reality that arrived fast and unexpectly, resulting in the birth of completely unfamiliar business context. With the beginning of the new calendar and fiscal years, businesses have seen their plans for 2020 become obsolete over the course of a few weeks. Undoubtedly as part of immediate crisis management, business leaders are coping with today but also revising plans, projections and priorities for what many are calling the ‘New Normal’.