Problem & Goal
The retail onboarding process for the Rogers Bank Mastercard was lengthy and inefficient, frustrating customers and retail agents alike. Customer information had to be manually keyed in, despite much of it already existing in Rogers’ account profiles. This duplication caused significant delays, negatively impacting customer satisfaction and store efficiency.
The goal of the Rapid Pre-Fill project was to:
- Simplify data collection for retail agents.
- Reduce handle time for completing Mastercard applications.
- Improve customer satisfaction by creating a faster, more seamless in-store experience.
Solution & Process
- Initial Concept: Native Windows Application
- Designed a native Windows application for Microsoft Surface tablets (used by retail agents), using the built-in camera to scan driver’s licenses and extract data.
- The interface was streamlined for retail agents, focusing on ease of use and minimal steps to complete the application process.
- Challenges in Testing
- During testing, limitations in camera capture technology were discovered, particularly in accurately reading data from 2D barcodes on driver’s licenses.
- This bottleneck highlighted the need for a more reliable and efficient solution.
- Pivot to Barcode Scanners
- Identified an opportunity to leverage existing 2D barcode scanners already in use by retail agents for provisioning phones.
- Redesigned the application flow to integrate seamlessly with the scanners, allowing agents to quickly capture customer data and populate the application form.
- Refined Interface and Integration
- Developed an intuitive user interface for the barcode scanning process, ensuring agents could capture and transfer customer data with minimal training.
- Worked closely with Rogers’ backend systems to enable the pre-filled data to flow directly into the Mastercard application process.
The Results
- Increased Efficiency: Drastically reduced the handle time for completing Mastercard applications, enabling agents to process more applications per shift.
- Improved Customer Satisfaction: Streamlined workflows reduced wait times, creating a smoother and less frustrating experience for customers.
- Leveraged Existing Infrastructure: Avoided additional hardware costs by utilizing the barcode scanners already deployed in stores.
- Enhanced Completion Rates: Faster data entry and reduced friction led to higher application completion rates, boosting revenue potential for Rogers Bank.
Core Strengths Highlighted in This Case Study:
- Strategic Problem-Solving: Pivoted from camera capture technology to barcode scanning, finding an innovative solution to a critical bottleneck.
- UI Design Expertise: Developed a user-friendly interface that retail agents could adopt quickly and confidently.
- Creativity and Adaptability: Quickly adapted the project to leverage existing hardware, reducing implementation costs while improving efficiency.
- Collaboration Across Teams: Worked closely with Rogers Bank and retail stakeholders to align technical, operational, and customer experience goals.
