THE PROBLEM
The Products evolved rapidly with the introduction of new RC365 MasterCard, but the user experience lacked a clear structure.
Navigation, Feature Organization and Visual Patterns became inconsistent, creating friction for both existing and new users.
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RC2.5 aimed to establish a scalable Information Architecture, Redesign the Navigation System and Introduce a Unified Design System to support future growth.
WHAT DO THE USERS DO ON THE WEBSITE ABOUT THEIR PRODUCTS
RESEARCH ACTIVITIES
The research focused on understanding how users interacted with the product, identifying structural pain points, and uncovering opportunities for future growth.​
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Stakeholders Interviews
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Sales Team Feedback
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Product Audit
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Competitor Analysis
GROUP #1: PRIMARY USERS
Cardholders managing their own cards
GROUP #2: SECONDARY USERS
Parents or guardians managing cards for family members
INSIGHTS #1:
Users frequently check their balance and recent transactions, but the navigation is organised around system structure, creating friction in daily use.
INSIGHTS #2:
The IA evolved over time with new features added incrementally, leading to unclear mental models and poor predictability.
INSIGHTS #3:
Inconsistent behaviours across sections increase cognitive load and reduce user confidence when completing financial tasks.
WHY THIS STRUCTURE
#1:
The original navigation reflected system logic rather than user goals.
#2:
Users were more task-oriented, expecting quick access to key actions like balance checking and transfers.
#3:
A goal-based structure was chosen to better align with user mental models.
TARGET USERS
The app served a broad range of cardholders, from first-time users to experienced customers.
New users primarily needed guidance and clarity to understand available services and card management functions. More experienced users were task-oriented and expected to complete actions quickly with minimal navigation effort.
IDEATIONS
As the product expanded, I observed that users were not struggling with individual features, but with understanding how different services were connected. This raised an important question: how might we organize the product around user goals rather than internal product structures?
HOW MIGHT WE...
#1:
Help users quickly access common card-related tasks?
#2:
Create a clearer relationship between different services?
#3:
Support future product growth without increasing navigation complexity?
Sitemap for RC2.5
KEY FUNCTIONS
After establishing the new information architecture, I focused on translating the structure into an interface that prioritized the most common card management tasks while maintaining a clear and scalable navigation experience.
Home Dashboard
Prioritized the most frequently accessed information and actions to reduce navigation effort.
Navigation
Based on the new IA, navigation was reorganized around user goals. Balance checking, transaction monitoring, and card management became the primary entry points.
Card Security Controls
Enables users to quickly secure or reactivate their card with minimal steps.
Set ATM Pin
Simplifies ATM Pin setup and management without requiring additional support channels.
Top Up Flow of RC2.5
NICE TO HAVE
These ideas are not reflected in the prototype, but I believe would positively improve the user experience based on observed user needs
Personalized Dashboard:
Allow users to customize quick actions based on their most frequently used features.
Spending Insights:
Provide categorized spending summaries to help users better understand their transaction behaviour.
TAKEAWAYS
This project taught me that usability issues are not always caused by individual screens or interactions. As products grow, information architecture and navigation become critical in helping users understand how different services relate to one another.
By restructuring the product around user goals rather than internal feature groupings, I was able to create a more scalable foundation for future growth.
OUTCOME
The redesigned navigation improved clarity and made key card functions easier to access.
Users can now reach high-frequency actions such as balance checking and transfers with fewer steps and less cognitive effort. Post-launch feedback and usage signals suggested improved discoverability and smoother task completion across core flows.