Credit card, temporal and permanent block
Banco Pichincha, one of Ecuador’s largest banks, is focused on enhancing its customer service model by increasing the product capabilities enabling them to self attend their financial needs. These features aims to give access and full control of the product when customers needs more.
Task
Build a seamless digital experience to allow clients to have the complete control over their credit cards making available to block, temporary or permanent.
Currently, customers can only block their credit cards by contacting the bank through the Contact Center, WhatsApp, or visiting a branch. This process creates unnecessary delays for what is often an urgent situation, forcing users to rely on advisor assistance for an action that could be easily self-managed through digital channels.
Enable a new digital credit card capability that allows customers to self-manage through digital channels.
There will be two types of blocking: a temporary block (on/off), where customers can block their card without necessarily requesting a new one, and a permanent block, where customers will receive a new card immediately after blocking the existing one.
By applying this approach, you can accurately track user behavior at each stage of the funnel, identify drop-off points, and uncover patterns impacting conversions. This data enables you to refine the user experience, optimize key touchpoints, and implement targeted improvements, such as simplifying navigation, clarifying CTAs, or addressing technical barriers. Ultimately, this leads to better decision-making, increased conversion rates, and a more user-focused product.
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