Network switch
THE BRIEF
Move all our customers from the Mastercard network to Visa. This included a new RCA, issuing a new card and cancelling the old one.
My areas of focus…
Limitations
We couldn’t migrate everyone at once, we needed a throttled approach so the system didn’t crash. We also has hard deadlines from MC for old BIN closures, old card details saved to online accounts, and a whole host of in-active users to contend with.
User flows
For most active customers this would be a straightforward process, same as when any other bank updates your card. However, the entire thing happened in the app, so we need a blend of emails, pushes and in-app notifications to get everyone migrated fully.
“Bad Actions”
We curated a list of incorrect things we expected customers to do, and put in place guard rails to get them on the right track. This included using their old card details for purchases, despite having been issued new ones.
Pretty solid success
Results
It was a huge amount of effort to migrate 5 million users from one network to another. Lucky the fluctuations in revenue evened out after a few weeks, and the project was hailed a complete success.
Staggered migration
The migration went well, throttling the active customers over an 8 week period, and by the end of the 9 month project we had less that 5% spend attributed to old card details.
The pesky Bad Actions
The biggest issue we faced was casual users who had missed all of the messaging, and continued to used saved card details online. But we scooped them up eventually when the MC cards were cancelled.
Card on file
One of the exciting builds of the project was the tool we created to see where customers were still using their MC details online (i.e. saved to online accounts) and notify them that they needed to update their details.
We created a widget on the homepage displaying the retailer logos, and a page highlighting when you last made a purchase. Where available, this also linked to the retailer account webpage.
This work sets us up to create a ‘repeat payments’ feed, so users can stay on top of things like subscriptions and regular outgoing payments, when budgeting for the month ahead.
