Rebuilding credit card linking
at Tally
We fixed Tally’s credit card linking flow — an essential step in the onboarding process.
Business problem
Tally built the credit card linking process backwards. Cards disconnected frequently because the banking and credit card aggregation tools Tally used changed the way they stored data.
Timeline
Began work Q3 2021; shipped in Q2 of 2022 across web, iOS, and Android
Role
Content designer & UX writer
Company
meettally.com ↗
Customer problem
When cards become disconnected, Tally users need to fix the broken links. If they miss an email, they could miss a credit card payment.
Result
Android design outperformed the control by 20%; web app design outperformed the control by 21.5%; Link success rate improved by 8%
Product initiative
A new flow that reduced broken credit card links, created an easier card linking process, and educated users about Tally’s credit line, all in the new Tally brand
Background
Tally is a financial technology startup that provides a lower-interest credit line to customers who have high-interest credit card debt. Tally offers unique, proprietary software that helps people get out of credit card debt faster. The credit line is exclusively used for paying off credit card debt, and can’t be used for just anything (like a typical loan).
Approach
We needed to re-build a new flow that used “institution-based linking”. This would reduce broken credit card links and create an easier card linking process.
Our secondary goal was to educate users about how Tally works, all while implementing a new brand.
Main responsibilities & highlights
🧠 Experiment ideation & development
Partnered with product management, product design, and engineering to determine the best technical solution
Created a phased game plan to fix the card linking experience
👩🏻💻 Content design & UX writing
Wrote all of the in-product content across Web, iOS, and Android
The content needed to flex and scale to work for both new customers and pre-existing members.
Partnered with UX research to get feedback and iterate on what I’d written
The original experience that was built backwards
Medium fidelity mockups
Exploring content directions
Final design
Linking credit cards
Plaid's flow
Adding credit card to account
Finishing adding credit card details
Full flow
Caitlin B., Former Staff Product Designer at Tally
“Beyond her abilities as a content designer, she is a product thinker. Gracie considers and helps drive the UX approach when solving problems, and is an impactful thought partner to product design, often stretching into other applicable areas like UX design, research, and strategy. On top of this, she is an absolute joy to work with. She brings humor, candor, and a passion for inclusivity to everything she does.”