Card controls for a credit union app
Let members freeze a lost card in two taps instead of calling support, cutting lost-card calls by more than a quarter.
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A closer look at the work
The problem
When a member lost a card, the fastest option was to call the support line, often after hours. Freezing a card lived four screens deep in the app under "Manage cards", and most members never found it. Support logged about 1,900 lost-card calls a month.
What needed to be done
Make freezing and unfreezing a card something a stressed member can do in seconds, without weakening fraud protections or the compliance review.
How the right problem was found
I listened to 24 recorded support calls and ran moderated tests with six members. Nearly everyone reached for the card itself, not the menu. So I moved the control onto the card, added a clear frozen state, and kept a confirmation step only for permanent cancellation. I tested three versions of the wording with compliance until "Freeze" was understood as temporary and reversible.
The outcome, measured
Members found and used the control without help, and support teams reported fewer lost-card calls within the first quarter after release.
- -28%
- Lost-card support calls
- < 10 sec
- Time to freeze a card
- 41%
- Members using card controls in 90 days