**Disclaimer: Some details of this project will not appear in this case study because they are intellectual property. You may gain access to the full case study upon request at the discretion of the author. Please contact lkanaventi1020@gmail.com for password.
Credit card dashboard
As the primary UX researcher, I led a multi-phase usability study to redesign an outdated credit card landing page during a major platform migration. While the initial goal focused on qualitative alignment and usability, I later performed a post-project validation using logistic regression and predictive modeling. This analysis quantified the financial impact of our design iterations, showing how improved usability protected $238M in annual revenue.
Problem
The legacy platform was outdated and lacked consistency with bank-branded products. We needed to:
Identify Friction: Detect usability issues in key tasks (locking cards, viewing transactions, identifying rewards).
Validate Content: Ensure button and link labels matched user mental models.
Quantify Value: Translate qualitative ease-of-use into measurable business outcomes.
Methods
Cross-Functional Planning: Aligned with product, design, and accessibility teams to define requirements.
Mobile & Desktop Testing: Conducted 12 moderated sessions (6 mobile, 6 desktop) to validate the responsive experience.
Design Iteration: Facilitated design updates based on session findings to ensure a "reusable" component library.
Quantitative Validation: Post-project, I simulated a 1,000-user dataset and used Logistic Regression to model the relationship between SUS scores and churn probability.
Findings and Recommendations
Phase 1: Mobile Experience
The initial study focused on mobile, as it is the primary touchpoint for partner cardholders.
Insight: Users appreciated the "Show My Card" feature but expressed security hesitations.
Recommendation: Added encryption micro-copy to build trust.
Phase 2: Desktop Experience & Refinement
Following the mobile updates, we replicated the study on desktop to ensure a cohesive experience for the core bank-branded team.
Insight: The "Lock Card" modal obscured the unlock toggle, causing user confusion.
Recommendation: Updated the modal language and UI to provide a clear path to reverse the action.
Business Impact: The ROI of Usability
Post-project, I applied a predictive model to these findings to calculate the financial protection provided by our design improvements.
Metric Iteration 1 (Mobile Baseline) Iteration 2 (Final Desktop)
SUS score 94.17 99.64
Predicted Churn 10.8% 4.2%
Revenue Risk Password Rqd Password Rqd
Quant Validation: Using the Logit formula (1 / (1 + e^-(16.92 - 0.22 * SUS score)), I established that for every 1-point increase in SUS, the churn risk drops significantly. This demonstrates that usability is not just a "nice-to-have," but a critical revenue-retention lever.
Total Revenue Protected: Millions per year!