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Wallet Provisioning

Year
2023
Role
Lead Designer
Team
Credit Cards, Consumer Banking
Channel
Responsive View

What is Wallet Provisioning

Wallet Provisioning or Instant Credit is a new initiative that would allow clients to instantly add their newly opened credit card to their mobile wallet. The technical solution leverages Instant Wallet provisioning in Google Wallet and Apple Wallet being built by the SA&I team at RBC and VISA. This capability in our store initiated public .com flow for a new co-branded RBC Credit Card. With Instant Credit, new-to-bank clients at RBC won’t have to wait to be enrolled in Online Banking (OLB) or receive their physical card in the mail. Clients can use this functionality the second their credit card request is fulfilled using their own mobile device and, therefore use their new card (and earn points) immediately.

Problem

Wallet Provisioning or Instant Credit's  will be part of all credit card applications in the future. Users will need to be able to understand the capabilities as well as the limitations of adding a digital card to their wallet vs. the physical credit card. How can we simply guide the user to trust the process but to also ensure they have the necessary tools required to go through the process seamlessly?

This flow also needed to consider a variety of considerations, such as language, card chosen, iOS or Android, syncing with VISA and 30 minute time frame to complete the process.

Timeframe to complete was two months - design and development.

Design Process

Discovery and Design - The discovery stage and the design stage happened simultaneously. As Product learned new information, I would immediately be looped in to solve for various use cases.
Final Design - While not in line with traditional design process, this flow was more for functionality and creating a capability for users. The first iteration was shared with stakeholders but mainly with the various technical teams to ensure it aligned with the various tech stacks that would be utilized to make this process work.

Once given the green light from technical teams, the flow was shared with leadership teams, to get input and for visibility.

Design

Consideration

Originally, Product had envisioned a flow with 7-8 screens, however once I was able to fully understand the various use cases, I was able to create a flow that would be simple and also adaptable. Since details, such as not knowing the user's credit card and also differences in iOS and Android capability, I was able to create a flow that could apply to those use cases and simplify the process both for technical teams but also the end user.

Google Wallet - Not all android devices come with Google Wallet, so it was required that users had it installed on their phone to increase a successful outcome.
Since iOS devices come with Apple Wallet as a default, the screen for Apple users did not require a prompt
Only built a transition page for Android Instant Wallet experience as Visa already built a browser-based transition page for iOS platform. At this point the user has 10 minutes to proceed. After that, there is a session timeout and the user will have to wait to receive their physical credit card to add to their device's wallet.