Work
Product Design /
Research /
Leadership
Will Bank
Study Case
Credit Card Product
Client
Will Bank
The redesign aimed to fix usability issues causing confusion, support overload, and low CSAT — not just improve aesthetics.
The need for the redesign did not arise from an aesthetic concern, but from a critical pain point: the lack of clarity in the customer experience when accessing billing history and the credit card section within the app. This issue led to a high volume of support calls and negatively impacted the CSAT score, highlighting the urgency for a usability-focused, user-centric solution.
We conducted a series of studies — from quantitative research to customer focus groups — to understand key pain points, value perceptions, and the most effective language for product communication. The goal was to create a clearer connection between the product and the customer, strengthening its real value proposition.
Every part of the experience was redesigned based on solid evidence, ensuring that every design decision was data-driven and insight-based.
No items found.
It was never about aesthetics — it was about real business impact. We reduced costs, improved usability, and enhanced the visual experience.
