Simplifying document uploads
Revitalizing a critical moment
When a credit card application was pending, customers were forced to leave the digital journey and submit sensitive documents through a physical mail-in process.
The new mobile upload experience allows customers to securely submit required documents and move forward with their application. The new experience achieved a 43% completion rate, helping more customers successfully complete the application process.
One experience. More than 30 scenarios.
Customers could be asked to submit very different combinations of documents—from tax returns and bank statements to proof of citizenship or income.
Rather than designing a separate flow for every scenario, I focused on identifying the patterns shared across them.
Breaking complex requirements into manageable tasks
Instead of asking customers to interpret a long list of requirements, the experience organizes document requests into clear, actionable tasks.
For example, a customer who needs to verify both citizenship and income can understand exactly what is required, upload the appropriate documents, and track their progress in one place.
Patterns built to scale
The solution needed to accommodate different document types, combinations of tasks, and states without requiring a new experience for every scenario.
I created flexible interaction patterns that could adapt across the different requirements while maintaining consistency throughout the experience.
Building for consistency beyond one experience
The patterns developed for document upload were designed with reuse in mind. I partnered with the design system to establish clear component guidance that could maintain consistency and accessibility as the experience expanded.
Begin with a task
upload a document
to complete the task
