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Nubank credit card limit

Helping users to manage their credit

Year
2017
Role
User research
Product design

Limit adjustment is a feature that allows Nubank users to adjust their credit card limit using just the app. People can choose how much of their approved limit they want to use, helping them to have better control of their expenses, and also ask for more credit.

The feature was already a success, but we knew it could get even better.

Talking to Stakeholders

The first thing I did was to meet with the stakeholders to understand the problems, get more context and set expectations.

I wanted to define 3 things:

Company’s pain-points

Definition of success

Dream outcome

The whole control in the clients' hand, making the number of tickets decrase.

Getting the Bigger Picture

The second step was to 1 users, so we invited some customers to the headquarters so we could have a more in-depth conversation. We didn't want to talk only about credit card limit, but credit itself. Brazilians have a relatively unique credit culture, which kind of confuses people of what credit is in its essence.

We wanted to understand what those gaps were and how they affected our users. It'd help us solving issues limit adjustment feature had and having more knowledge of how our costumers understanding of credit.

Sketching ideas

Before jumping into Sketch or Figma, I like to make a lot of quick prototypes and sketches, and for that I usually use pen & paper or my iPad. That's a good way to focus on solving navigation, structure and getting overall idea. Also, because there's no restrictions, I can think more freely.

Design is Better When Together

Although some good ideas showed up, I believed we could go beyond. “A co-design session would help,” I thought.

From that co-design session we generated more ideas, and more “what ifs” popped up. In this particular case, more insights about information architecture.

At that point I thought we had a good amount of material, and it was time for us to filter down the ideas we believed the most.

co-design session

The solution

Fixing the Entry-Point

I noticed the current entry-point was too subtle and that customers could go through it unnoticed.
So I thought that making it more literal would help be aware about the feature.

Better IA

The limit slider is one of the most beloved features in Nubank app, but it wasn't the first thing people would see after tapping the entry-point.
We could make some links more contextual, others were more visible.

Prepayment entry-point could show up when a limit request was denied and asking for more limit could have an actual button.

Old navigation flow

old navigation flow diagram

New navigation flow

new navigation flow diagram

Making What's Good Even Better

The most important thing about the feature is the slider. Although it already was a success, I wanted to make it even more lovable.

We added a visual hint for people to know the right amount to have more limit available — or less. Green you have credit available, gray you don't.

Metrics of sucess

We didn't realize that the feature improvement would increase the number of unique users so much and that it would have such a positive impact on their experience. The impact was that they have easier access to more credit now.

So the initial metric ended up being not as accurate because it did not predict the improvement's potential.

The number of unique tickets actually increased. But, proportionally, the number of tickets actually decreased.

Takeways

I could've ran the co-design session before sketching out ideas. That way I would reduce my bias and start with a fresher mind.

Because the data we gathered in the research, we could make more precise decisions.
We didn't need to change the whole interaction to make impact.

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