Finally got around to writing a deep dive on the entire journey. I'm typically a product designer but dabbled in print over the years. Really enjoyed taking on designing an experience that a lot of banks probably don't focus on. Would love to hear what the DN community think, or answer any questions
You guys are killing it. There are a few Up users here in the office. The only thing stopping me is that I'm a QFF points slut and will probably always have a big 4 CC for that very reason :(
Thanks for the kind words.
I'll feed this back to the team verbatim- "How do we cater for QFF sluts?" :) That's fair enough, we're a little while yet offering the full suite of banking products, but it's definitely on our mind. Credit cards in general is a tricky one for us, as we're trying to influence financial responsibility (they have a use case but some people struggle using them effectively).
Please do, I'm all about that verbatim "voice of customer" accuracy.
I think a few of us here are all in the same boat. We've grown up through Dollarmites, are locked into CBA, but there are so many new and exciting things out there and the big banks are absolute laggards. Or my wife banked with Bendigo Bank (shudder) because her parents did. Reading about the Americans on Hacker News talk about their virtual credit cards where they generate a dynamic number per bill, and set limits so your local gym could never charge you more than $XX/mo etc -- that makes me so jealous.
But at the end of the day we're tied to our mortgage and our QFF point chasing habits :(
It's a really nice experience opening that envelope, good job! You have set the bench mark for card art and delivery in Aus.
This is a really nice case study. Lots of ingenuity to bring to life a novel idea. Another contributer to letter mail creasing that I've experienced is bundling w elastic bands. They can crunch the paper and cause bowing.
The one thing I really wish is that the Up brand wasn't that combo of orange and yellow. Looks like fast food or Reices Pieces.
Fantastic insight thank you Daniel. I'm a huge fan of companies like Monzo and Revolut here in the UK, I didn't even realise Up existed!
There's also Starling in the UK who also have a vertical card, I enjoy it, always get comments on it!
Love it, as someone working in fintech/finance it's refreshing to see such a bold take on such an established design (that being a card layout).
I fear some usability issues might arise for some people - i.e. the sorts of people who actually need the "whats a CVV?" information will probably get stuck, but then again those people (cough old people cough) probably aren't your primary demographic.
Also I assume this isn't embossed text, so your traditional credit card stomping machine wouldn't work - but again, something something old people.
I really like the design, and this is the first time I've heard about Up too. I'm going to check you guys out for sure.
I moved to Australia recently and it was refreshing to hear about Up when I first arrived. The entire onboarding experience was a breeze. Thanks for persisting for great design and customer experience!
Thanks Michael, great to hear :) and welcome to the land of venomous creatures
it's been a quiet time since I've seen such a good article on the process. buzzword-free and actual production stories. thanks.
Huge fan of the entire experience you guys have been putting together end to end Daniel.
I've worked in multiple different design disciplines across different industries and completely appreciate and understand the challenges you went through to maintain the quality of the experience whilst getting buy-in from stakeholders and solving cost (often going hand in hand).
Every impression counts, especially the first, and you guys are nailing it. Even though it doesn't have all the things I need yet - I've completely switched over because of the experience and am loving the service so far. Big Ups!
Great to hear Cameron. Making a good case for things, or 'selling your vision' is an underrated part of designing solutions. It's really tough in an industry as established as banking.
Stick with us! We're across a lot of the features we know we need to get in asap, it's going to be a big 6 months.