Total Value Scorecard
Helping users understand the value they get from their credit card.
Proving impossible wrong
Total Value Scorecard [TVS] is a tool we're building within the Benefits hub that helps customers assess the value that they're getting from their cards and celebrate the value they receive from Chase. We do this by aggregating real-time monetary value across multiple categories, such as Rewards and partner subscriptions.
2. Secondary Job
TVS has a secondary JBD as a tool for benefit discovery alongside the Benefits list. By highlighting unused benefits, we encourage customers to explore and take advantage of them.
Role
App Design, User Experience Design, Animation
Team Members
Jeanette Arnado – Designer
David Ross – UX Design
Caroline Casas – UX Design
Andrew Bouchie – Creative Director
Category
Construction, Innovation
Duration
Sept – Dec 21’
Why are we doing this?
1. Customer Retention
We want to reduce cancellations by demonstrating monetary value received since customer's last annual fee payment.
2. Onboarding/Education
We want to empower customers to learn and track the market value of their benefits. This allows us to explain changes, highlight new benefits, and control the narrative around card refreshes. This will also reduce call volume to our call centers by we empowering customers to easily track their own benefit use.
3. Customer Acquisition
TVS also provides an additional mechanism for referrals to drive acquisitions.
Mapping out the user journey
From discovery to learning, to using, etc.
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Understanding timelines
Similar to Spotify wrapped.
