Visa Member Benefits

Visa is a multinational financial services corporation. It provides a payment network for credit cards, debit cards, prepaid cards, and gift cards, facilitating electronic funds transfers practically everywhere around the world. Visa is not an issuer of credit or debit cards. Instead, it’s a network that connects consumers, merchants, banks, and other financial institutions. It helps money get wherever it needs to go. Although it doesn’t issue cards, Visa does provide certain benefits and services for cardholders. These benefits include Price Protection, Extended Warranty Protection, Return Protection, and more.

The Challenge

After diving into user feedback and uncovering pain points, I recognized a valuable opportunity to completely rethink the user experience. Users frequently encountered obstacles that hindered their ability to navigate the site smoothly, creating frustration and inefficiency. The site had significant accessibility issues, poor mobile responsiveness, and complex navigation that prevented users from completing key tasks.

The Solution

I conducted extensive user research through feedback analysis, analytics review, and stakeholder interviews to identify critical pain points. The solution included wireframes focusing on simplifying user journeys, reducing cognitive load, and enhancing task efficiency. The final design featured mobile-first responsive design, WCAG 2.1 Level AA compliance, and modern clean aesthetics aligned with Visa's brand identity.

The Impact

The redesign resulted in a significantly improved user experience that was easy to navigate, visually aligned with Visa's brand values, and fully accessible. Users reported the site felt more intuitive with fewer obstacles in completing tasks. The new site set a new standard for Visa's digital presence, ensuring the needs of all users were met and reinforcing Visa's commitment to accessibility and inclusion.