Customers could not find, or did not know about, Citi's virtual account numbers.
UX strategy and UI design. I rebuilt the whole flow on the Citi design system.
About $32M a month in fraud prevented, with temporary numbers, flexible expiry and personalized cards.
The short version
The problem
People couldn't find the feature or the actions they needed. Without their card at hand they couldn't shop online. They worried about privacy, and they had no easy way to track spending or share a VAN.
How I worked
- Research and competitive analysis
- User flow
- Wireframes
- Review with product
- High-fidelity prototype
Outcome
The new flow prevents about $32M a month in fraud. I rebuilt it end to end on the Citi design system. The biggest lesson was awareness: many people didn't know VAN existed or how to use it.
The full case study is password protected
The screens, research and full process are behind a password. Ask me for access and I'll walk you through it.