Portfolio | Fidelity Investments

Fidelity Investments

Credit Card

Please note: Fidelity Investments is a private company; some details, numbers, and dates have been redacted in the following designs.

FI CC Cover
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The Challenge

Credit card customers were unable to perform expected credit card actions similar to competitors’, necessitating a customer pain-point analysis and further integrations with the vendor to improve the customer experience.

My Impact

I drove major operational and customer‑experience gains by elevating payment workflows, boosting payment success by 89%, accelerating time‑to‑market by 41% through AI‑enabled design, reducing support calls by 47%, increasing NPS by 33%, and improving delivery speed by 36% through workflow and data‑access optimization.

My Approach

I reviewed our experience and competitors to identify opportunities, collaborated with stakeholders and end users, and internal associates to define and align on priorities and direction. I then built and tested prototypes at varying levels of fidelity, refining them through iterative feedback until the designs addressed customer pain points.

Discovery & Define Phase
FC Q2 2025 Family Card Workshop Step
Workshop how might we
FC Q2 2025 Family Card Workshop Step
Workshop idea generation with stakeholders
FC Q2 2025 Family Card Workshop Step
Workshop journey documentation and analysis
FC Q2 2025 Family Card Workshop Step
Workshop journey documentation and analysis
FC Q2 2025 Family Card Workshop Step
Workshop next step analysis and grouping
FC Feb 02 2025 Family Card FAQ Remote Workshop Step
Workshop FAQ’s for new functionality
FC Q2 2025 Family Card Workshop Step
Workshop research opportunities
FC Feb 02 2025 Family Card FAQ Remote Workshop Step
FAQ workshop session grouping and discussion analysis.
FC Feb 02 2025 Family Card FAQ Remote Workshop Step
FAQ workshop discussion identified questions
FC Q2 2025 Family Card Workshop Step 3 4 Artifacts
workshop blue sky experience artifacts
Other MCC to PS MIgration Workshop Pre Session
Pre-workshop to discuss platform migration
Other MCC to PS MIgration Workshop Session
Workshop platform migration
Other MCC to PS MIgration Workshop Session
Workshop platform migration with concepts
FC Q2 2025 Family Card Workshop Step
Workshop how might we
FC Q2 2025 Family Card Workshop Step
Workshop idea generation with stakeholders
FC Q2 2025 Family Card Workshop Step
Workshop journey documentation and analysis
FC Q2 2025 Family Card Workshop Step
Workshop journey documentation and analysis
FC Q2 2025 Family Card Workshop Step
Workshop next step analysis and grouping
FC Feb 02 2025 Family Card FAQ Remote Workshop Step
Workshop FAQ’s for new functionality
FC Q2 2025 Family Card Workshop Step
Workshop research opportunities
FC Feb 02 2025 Family Card FAQ Remote Workshop Step
FAQ workshop session grouping and discussion analysis.
FC Feb 02 2025 Family Card FAQ Remote Workshop Step
FAQ workshop discussion identified questions
FC Q2 2025 Family Card Workshop Step 3 4 Artifacts
workshop blue sky experience artifacts
Other MCC to PS MIgration Workshop Pre Session
Pre-workshop to discuss platform migration
Other MCC to PS MIgration Workshop Session
Workshop platform migration
Other MCC to PS MIgration Workshop Session
Workshop platform migration with concepts
Exploration & Refinement Phase
Other Quick Links Updates & Explorations
Enhancement updates explorations for web
FC Family Card Native Card Selection Native wireframes APPROVED
Net new capability explorations on native
FC Family Card Native Card Selection Initial Flows Exploration
Net new capability flow explorations on native
FC Family Card Native Card Selection Flows and Mockups Lock
Net new capability explorations on native
FC Family Card Explorations Native
Net new capability explorations with concepts on native
FC Family Card Explorations Web v1
Net new capability explorations with concepts on web
FC Family Card Explorations Web v2
Net new capability explorations with concepts on web post feedback
FC Family Card Native Card Selection Flows and Mockups User Level Management
Net new capability explorations on native
FC Family Card Native Card Selection Flows and Mockups General
Net new capability explorations on native
FC Family Card Native Card Selection Flows and Mockups Card Level Action
Net new capability explorations on native
FC Family Card Native Card Selection Flows and Mockups Unlock
Net new capability explorations on native
Other Make a payment flow explorations
Make a payment flow explorations
Other Make a payment flow explorations on native
Make a payment flow explorations on native
Other CC Web Make a Payment From Summary MAP Explorations Flows
Make a payment flow explorations
Other CC Native Payments Payment Due Variations on Account Summary
Payment due explorations on native
Other CC Native iOS Activity Search and Filter date range only
Transactional flow explorations with concepts on native
Other Quick Links Updates & Explorations
Enhancement updates explorations for web
FC Family Card Native Card Selection Native wireframes APPROVED
Net new capability explorations on native
FC Family Card Native Card Selection Initial Flows Exploration
Net new capability flow explorations on native
FC Family Card Native Card Selection Flows and Mockups Lock
Net new capability explorations on native
FC Family Card Explorations Native
Net new capability explorations with concepts on native
FC Family Card Explorations Web v1
Net new capability explorations with concepts on web
FC Family Card Explorations Web v2
Net new capability explorations with concepts on web post feedback
FC Family Card Native Card Selection Flows and Mockups User Level Management
Net new capability explorations on native
FC Family Card Native Card Selection Flows and Mockups General
Net new capability explorations on native
FC Family Card Native Card Selection Flows and Mockups Card Level Action
Net new capability explorations on native
FC Family Card Native Card Selection Flows and Mockups Unlock
Net new capability explorations on native
Other Make a payment flow explorations
Make a payment flow explorations
Other Make a payment flow explorations on native
Make a payment flow explorations on native
Other CC Web Make a Payment From Summary MAP Explorations Flows
Make a payment flow explorations
Other CC Native Payments Payment Due Variations on Account Summary
Payment due explorations on native
Other CC Native iOS Activity Search and Filter date range only
Transactional flow explorations with concepts on native
Design & Deliver Phase
FC Family Card Screens
Net new capability in production on web and native
Other CC Web Make a Payment Date Selection
Make a payment option for discussion on web
Other CC Web Make a Payment Amount Selection
Make a payment option for discussion on web
Other CC Web Make a Payment Method Selection
Make a payment option for discussion on web
Other CC Web Make a Payment Confirm
Make a payment option for discussion on web
FC Family Card Native Card Selection and Errors
Net new capability on native
Other CC Web Payments Make a payment Errors
Net new capability errors on web
Other CC Web Payments Add a payment method Errors
Net new capability errors on web
Other CC Web Payments Page Info and Error
Payment information with errors on web
Other CC Web Payments Make a payment
Make a payment on web
Other CC Web Payments Add a payment method
Add a payment method flow on web
Other CC Web Payments Manage Payments
Manage payment methods on web
Other CC Web Payments AutoPay Setup and Information
Autopay setup on web
Other CC Native iOS Payments Make a payment Existing payment method
Make a payment on native
Other CC Web Make a Payment From Payments
Make a payment form on web
Other CC Web Make a Payment Post Payment on Payments
Make a payment post payment on web
Other CC Native iOS Payment Details
Make a payment details on native
Other CC Native iOS Summary
Native homepage for credit card
Other CC Web Make a Payment From Summary
Web homepage for credit card
Other CC Web Make a Payment Post Payment on Summary
Web homepage post payment
Other CC Native iOS Activity Search and Filter date range only
Transactional flow explorations with concepts on native
Other PaymenCC Web Payments Make a payment Activity
Payment activity on web
Other CC Native iOS Payments Manage Payment Methods
Manage payment methods on native
Other CC Web Make a Payment Paid
Post payment on web
Other Credit Score on Native iOS
Credit score on native
Other Credit Score on Native Android
Credit score on native
FC Family Card Native Post Dec 11 2025 Feedback
Post workshop feedback updates
Other CC Pre Portfolio Summary MCC Screens
Legacy platform prior to migration
Other CC Native iOS Activity Views
Activity views on native
Other CC Native iOS Design System Update
Design system updates for native
Other CC Native Android Design System Update
Design system updates for native
FC Family Card Screens
Net new capability in production on web and native
Other CC Web Make a Payment Date Selection
Make a payment option for discussion on web
Other CC Web Make a Payment Amount Selection
Make a payment option for discussion on web
Other CC Web Make a Payment Method Selection
Make a payment option for discussion on web
Other CC Web Make a Payment Confirm
Make a payment option for discussion on web
FC Family Card Native Card Selection and Errors
Net new capability on native
Other CC Web Payments Make a payment Errors
Net new capability errors on web
Other CC Web Payments Add a payment method Errors
Net new capability errors on web
Other CC Web Payments Page Info and Error
Payment information with errors on web
Other CC Web Payments Make a payment
Make a payment on web
Other CC Web Payments Add a payment method
Add a payment method flow on web
Other CC Web Payments Manage Payments
Manage payment methods on web
Other CC Web Payments AutoPay Setup and Information
Autopay setup on web
Other CC Native iOS Payments Make a payment Existing payment method
Make a payment on native
Other CC Web Make a Payment From Payments
Make a payment form on web
Other CC Web Make a Payment Post Payment on Payments
Make a payment post payment on web
Other CC Native iOS Payment Details
Make a payment details on native
Other CC Native iOS Summary
Native homepage for credit card
Other CC Web Make a Payment From Summary
Web homepage for credit card
Other CC Web Make a Payment Post Payment on Summary
Web homepage post payment
Other CC Native iOS Activity Search and Filter date range only
Transactional flow explorations with concepts on native
Other PaymenCC Web Payments Make a payment Activity
Payment activity on web
Other CC Native iOS Payments Manage Payment Methods
Manage payment methods on native
Other CC Web Make a Payment Paid
Post payment on web
Other Credit Score on Native iOS
Credit score on native
Other Credit Score on Native Android
Credit score on native
FC Family Card Native Post Dec 11 2025 Feedback
Post workshop feedback updates
Other CC Pre Portfolio Summary MCC Screens
Legacy platform prior to migration
Other CC Native iOS Activity Views
Activity views on native
Other CC Native iOS Design System Update
Design system updates for native
Other CC Native Android Design System Update
Design system updates for native