Cardholder Portal Project - Card Activation

Cardholder Portal Project - Card Activation
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Storyboard Description

What happens when a Customer buys a Prepaid Card from the Online Store and receives the card in the physical mail

Storyboard Text

  • My card is Inactive... what do I do?  I know... I will call the number that came with the card !!
  • Opportunity: Implement an automated IVR phone system to reduce wait time
  • Why am I made to wait 5 minutes to speak with someone? Hmm, there is no IVR phone system, making this a bit slow and error prone
  • Yes, nice customer service agent, I will enter my card number and expiry date on my phone keypad. Ok, a 10 second wait to validate my details seems a bit slow but reasonable
  • Opportunity: Implement a notification system so the Customer doesn't need to wait on the phone while the card is activated
  • It's been nearly 15 minutes waiting on the phone for my card to activate... this is ridiculous.Hmm, why did I choose this card provider?
  • Opportunity: Implement real-time card activation request/response
  • Meanwhile, the back-end system is waiting to communicate with the external vendor's system and receive a confirmation of card activation... while our poor Customer is kept waiting on the phone
  • Opportunity: Implement a Customer feedback system and provide a meaningful follow-up so the experience is a positive one
  • Finally my card is activated, but it's too late. I don't like dealing with this card provider, and will probably tell all my friends and online peeps about this negative experience
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