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⏮️ Context
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What is the context and status quo of the opportunity |
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Users may find unexpected and unclear errors when they are in the payment process.
Users may feel that the actual payment process is slow.
Users may feel that the actual payment process is complex.
🎯 Problem Statement
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Summary of the opportunity's’s main findings and what is going to be addressed |
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However, this name may not match with the name on the Card and the user may not notice the mistake, so when they finish filling in the form, the error message is displayed to inform the user about the mismatch.
❔ Expected Outcome
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What are the goals the opportunity is going to address |
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Filled State:
Error state:
📈 Success Metrics
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List here which are the metrics to look at to define success for the solution implemented. Use those KPIs to define the current status |
❓ Open questions
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We need to make this section empty constantly. |
Is there any reason behind to ask for the Name on Card in the current flow in all markets?
Does the current “add new card” form allow the user to fill the fields using browser autofill? If it does not, should we add this to our DoD? (this only affects the web).
I’m guessing this task doesn’t require a Sanity, DOP, .etc configuration, but we should confirm this.
Insights
1️⃣ Stakeholder Interviews
[Document here the main insights from interview if applicable]
2️⃣ Analytics
[Document here the main insights from analytics if applicable]
3️⃣ User Research
[Document here the main insights from research if applicable]
4️⃣ Competitor Landscape
In Figma (link: https://www.figma.com/design/wEeYkRHLwLdMJHKvQJOdd0/%5BIBFEC-1795%5D-Remove-Pre-filled-Name-On-Card-field?node-id=7979-30251 ) we have mapped 9 competitors + 2 other apps to analyze how the “add a new card” form flow works.
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In 9 of 11 the name on the card is asked.
All competitors don’t have pre-filled fields, including the name on the card field. The user must enter all the data manually or by Copy/Paste.
In 1 of 9 the name on the card is split in 2 different fields (Name and Last Name).
The position of the field varies between competitors: most ask for the name on the card last (4 of 9); others ask it in first place (2 of 9) or in second place, after the card number field (2 of 9)
5️⃣ Desk research
We did Desk Research to find out if the way we order the fields could affect the conversion rate (CR).
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Also, we did more Desk Research to understand why there are some competitors in our benchmark that don’t ask for the Name on Card. It seems that this topic is an open discussion (see UX.Stackexchange thread). Some UX claim that users can feel more secure while other sites claim it does add an actual extra layer of security (Merchant Authority, Greenlight) so our initial recommendation is to not remove this field.
⏭️ Design
Figma Link: https://www.figma.com/design/wEeYkRHLwLdMJHKvQJOdd0/%5BIBFEC-1795%5D-Remove-Pre-filled-Name-On-Card-field?node-id=7979-30251 )
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