Rogers Bank 2D Bar Code Scanner
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Finance

Streamlining In-Store Applications with a Rapid Pre-Fill Tool

Rogers Bank needed to improve the slow and inefficient retail onboarding process for their Mastercard.

Role:
UI Design. I designed the UI and user workflow for a new tool, pivoting from an initial camera-based concept to a more reliable solution using existing in-store hardware.
Result:
Drastically reduced application handle time by designing a tool that leveraged existing barcode scanners, improving both customer satisfaction and retail efficiency.
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The Problem

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

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.

My Process & Design

  1. Initial Concept & Technical Pivot
    1. My initial concept was a native Windows application for store tablets that used the built-in camera to scan a driver's license. However, testing revealed the camera technology was not reliable enough for accurately reading 2D barcodes. Recognizing this bottleneck, I pivoted the entire solution to leverage the 2D barcode scanners already used by retail agents for provisioning phones.
  2. ‍Refined UI for Existing Hardware
    1. I redesigned the application flow and UI to integrate seamlessly with the existing scanners. The interface was streamlined for retail agents, ensuring they could quickly capture customer data from a driver's license and have it instantly pre-fill the application form with minimal training or friction.
Screenshots and other assets available by request

Solution & 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.

Lessons Learned

The most innovative solution is often not the most technologically advanced, but the one that adapts most gracefully to the existing operational reality. Pivoting away from a faulty new technology to embrace hardware already in use was the key strategic move. It proved that successful design must be pragmatic, leveraging what works in the real world to solve the user's problem most efficiently.

Let’s create experiences that matter.
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