Elan Financial Services

From Frustration to Excellence: The Transformation of a Credit Card App

Overview

A white-label credit card app transformed from a 1.6-star failure into a 4.8-star success.

This was achieved by assembling a multidisciplinary team, leveraging user research, prioritizing accessibility, and redesigning the experience for a seamless, scalable, industry-leading solution.

INDUSTRIES

Financial Services
Credit Cards

ROLE

Experience Designer

DISCIPLINES

UX / UI

TIMELINE

2022-2025

TOOLS

Figma
Figjam

A Broken Beginning

In 2022, Elan Financial Services had a problem. Their once-reliable credit card app was crumbling under the weight of modern expectations. Customers, frustrated by clunky navigation and poor usability, flooded app stores with 1.6-star reviews. Financial institutions relying on the platform were equally unhappy. The outdated app couldn’t support their growing needs or provide the seamless experiences their customers demanded.

But the problem wasn’t just about appearances, it was deeper. The app’s architecture wasn’t scalable, and users struggled to complete even basic tasks. For a company priding itself on innovative payment solutions, this wasn’t acceptable. Elan needed a transformation. And that’s when the team came together.

The Dream Team Assembles

This wasn’t a job for just anyone. Elan called on a multidisciplinary team of specialists to tackle the challenge. From UX researchers to developers, product managers to content strategists, the squad represented every piece of the puzzle.

As the Experience Designer, I had a clear mission:

  • Craft high-fidelity mockups for iOS and Android

  • Redesign partner credit card systems with strategic improvements

  • Infuse accessibility into every design and component

  • Work hand-in-hand with researchers to validate ideas and features

  • Present timelines, roadmaps, and design flows to leadership

Together, we aimed not just to fix the app, but to reimagine it.

The Turning Point: Research Fuels the Vision

The journey began with understanding.

We conducted a deep dive into the competitive landscape of mobile credit card apps, examining industry leaders to see what worked and what didn’t. Then came a three-day Google Sprint, a collaborative workshop with product managers, developers, UX leads, and researchers.

We didn’t just want ideas; we wanted answers:

  • What were users’ biggest pain points?

  • How could we simplify global navigation?

  • Which features truly mattered to consumers and businesses?

With insights in hand, we turned to data.

Google Analytics revealed the paths users were taking and where they were stumbling. These insights shaped a strategy to improve usability, prioritize features, and build a navigation system that actually worked.

From Blueprint to Reality

For over two years, the team worked tirelessly.

Using Figma, I designed and maintained 37 native and responsive web features. Every pixel, every button, and every interaction was crafted with care, leveraging a custom white-label design system that catered to Elan’s partner institutions.

Collaboration was key.

Product Owners ensured priorities stayed aligned. Developers and QA specialists brought designs to life. Accessibility consultants guaranteed that every component met the highest standards of inclusivity. It was a full-team effort to deliver not just a functional app, but an exceptional one.

Redefining Accessibility

Accessibility wasn’t an afterthought, it was foundational. From the very beginning, we embedded inclusive design principles into every element. The goal was simple: to make the app usable for everyone, regardless of ability. This meant rigorous testing, thoughtful color contrasts, and clear navigational cues. Accessibility consultants guided us every step of the way.

The Results: A Comeback Story

In September 2024, the new Elan Partner Card app launched. And it didn’t just launch, it soared.

The app’s App Store rating skyrocketed from 1.6 to an astonishing 4.8/5 stars, backed by over 99,000+ glowing reviews. With 37+ seamless features and a user-friendly interface, the app achieved:

  • With a 94% task completion rate, users could finally get things done.

  • With a 76% satisfaction rate for main tasks across iOS and Android.

This wasn’t just a product, it was a triumph. What started as a broken system became a best-in-class experience, trusted by thousands of institutions and loved by millions of users.

  • "It’s So Much Better. This app used to be hot garbage. I’m not sure who’s in charge now, but it’s so much better than it used to be."

    Nick from Richmond

  • “Great improvement. This app was working and doing what it was supposed to do, but with this update it has gone to another level. It’s so easy to sign in and find everything I need to do with my credit card account. Great job!”

    Myas2011

  • “Simple and Easy. App is straightforward and the features are as well which helps to easier navigate to get what you want to access to something or complete a certain task or two.”

    UsagiBry

  • “AMAZING!!!! This new update is amazing!!! So much better than the previous version, very user friendly and intuitive. Very happy with how it’s functioning :)”

    Ananabella012

  • “User friendly. Easy to find important info on main screen. Making payments are quick and easy. App very stable. Like the Elan app.”

    5-0 in Ellenwood

  • “Big upgrade, great app. Where the app was before to now, it is so much better and easier to use. ExtendPay is a great feature, and things are clearly labeled.”

    rojasn10

The Legacy

The Elan Partner Card app isn’t just a story of transformation, it’s a story of teamwork, persistence, and innovation. It proves that with the right people, strategy, and dedication, even the most challenging problems can be turned into opportunities for greatness.

Today, the app stands as a benchmark for financial service platforms, delivering secure, seamless, and scalable solutions for businesses and consumers alike. And this journey? It’s just the beginning.

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