E-Commerce Activation for Bank Syariah Indonesia Debit Card

Overview

Bank Syariah Indonesia (BSI) sought to enhance its mobile banking experience by enabling e-commerce transactions for its VISA debit cards. Previously, customers faced restrictions in using their debit cards for online purchases, making BSI less competitive in the market. Our goal was to design a seamless, secure, and user-friendly activation feature for e-commerce transactions, ensuring a frictionless digital payment experience while maintaining security.

Our Design Journey

Why Did We Want to Do This?

We identified key pain points that significantly hindered BSI customers' ability to perform e-commerce transactions. Our research revealed the following issues:

1. Limited Online Payment Options: Users couldn’t use their BSI VISA debit cards for online purchases, forcing reliance on alternative payment methods, eg: (virtual account, digital wallets).
2. Competitive Disadvantage: Bank Syariah Indonesia as the card issuer, has partnered with VISA to provide ATM and debit card services. However, the current BSI Debit VISA card does not support online transactions and is seen as falling behind competitors in its e-commerce functionality.
3. Need for Enhanced Security: With the rise in online shopping, there's a critical need to improve digital payment security and simplify the purchasing experience.
4. Risk Mitigation Output: Based on the results of discussions with the risk team, a BSI Debit E-commerce activation feature is needed to mitigate the risk of social engineering fraud activities.

Research & Insights

To understand user pain points in terms of card management experience and validate feasibility of improving user experience, we conducted extensive user research using various methods:

Besides getting direct feedback from users, we also brainstormed with our risk team to make sure our solutions meet security standards. We conducted these sessions by industrial benchmark and auditing current flow to activate, in-app or otherwise.

From these discussions, the key security enhancements to include in our solutions are:

1. Multi Factor Authentication: adopt authentication method beyond passwords, combining with other industry standard solution such as OTP or face recognition.
2. Real Time Alerts: provide immediate alerts to users for all transaction to promote user awareness of any possible malicious activities

User Flow

The flowchart below outlines the structured steps in this activation journey. It guides users through the selection of their VISA debit card, authentication through PIN input, and confirmation screens to successfully enabling online debit transactions.

Activation Process for BSI Debit E-commerce Transaction Feature for Customers with a Visa Debit Card.

Activation Process for BSI Debit E-commerce Transaction Feature for Customers Without a Visa Debit Card

Ideation

Our ideation process helps us explore solutions for our design and determine if they work effectively. To tackle the problem, we conduct ideation workshops with key stakeholders, bringing in representatives from other teams involved in the project.

Design & Solutions

1. Debit Card Activation + Visa E-Commerce Flow

This activation flow is designed to provide users with a seamless experience, allowing them to quickly enable their card for both domestic and international online transactions while keeping full control over their security settings.

2. Online Debit Card Deactivation Flow

The Online Debit Card Transaction Deactivation feature allows users to easily disable transactions when needed, whether for security reasons, account control, or temporary card inactivity.

Once deactivated, users will receive a confirmation notification, and transactions will be blocked immediately. They can reactivate their card anytime through the same seamless process.

This feature empowers users with greater financial security and flexibility, giving them confidence in managing their card transactions.

3. Setting Up Transaction Limits Flow

With the Transaction Limit Adjustment feature, users can set their own spending boundaries for online transactions directly through the Card Management Page. Whether for budgeting, added security, or temporary adjustments, this feature provides the flexibility and control needed to manage digital payments confidently.

What We Learned

Through extensive user research and iterative testing, we discovered several key insights that shaped our understanding of user behavior and expectations for e-commerce debit card activation.

1. Making things simpler got more people on board: cutting down steps and adding a one-tap toggle shot activation rates up by 92%.
2. Clear & straightforward messaging made a huge difference: In-app tutorials and proactive reminders helped users feel more informed, resulting in an 80% decrease in customer support inquiries.
3. Security is key, but so is flexibility: Features like custom limits, session based activation, and auto deactivation gave users more control while keeping things secure.

As digital commerce continues to expand, users need the freedom to shop and pay internationally without hassle. The Cross Border Transaction Activation feature allows users to effortlessly enable e-commerce payments for international merchants while ensuring security compliance. With instant activation, customizable controls, and robust security measures, this feature enhances accessibility beyond domestic purchases, giving users the confidence to make payment globally with ease.

Thank You For Reading My Case Study 😊

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