E-Commerce Activation for Bank Syariah Indonesia Debit Card

Overview

Many BSI customers couldn’t use their debit cards for online shopping, which made everyday things, like ordering food or buying from e-commerce stores way more difficult than it should be. Unlike other banks, users simply couldn’t use their debit cards for online shopping because there was no activation feature in place, and that was becoming a big pain point. So, we set out to design a simple, secure way for users to activate e-commerce transactions on their VISA debit cards, making it easy to shop online.

Our Design Journey

Early Frictions We Uncovered

We identified key pain points that were clearly getting in the way of BSI customers trying to shop online. We discovered quite a few early constraints when we started, here’s what stood out:

Research & Insights

There was way we explored areas of improvement and opportunity for VISA E-Comm Activation Feature.

My PM and I also teamed up with our engineers to make sure our ideas hit the right security standards. Together, we looked at competitor benchmarks to see what could be improved.

From those chats, a couple of important security ideas came up that we knew had to be part of the solution:

Start by defining our users, then conduct a mix of Qualitative & Quantitative research to understand user expectations, pain points, and preferences clearly.

We began by defining our users (tech-savvy individuals aged 25–40 and moderate-tech BSI users aged 41–55) all living in urban and semi urban areas across Indonesia and regularly online shopping using mobile banking, debit cards, and online payments.

Many of them expressed frustration over being unable to use their VISA debit cards for online shopping. Common issue included frequent transaction failures.

1. Blast Survey (Quantitative)

We sent a simple questions on Google Forms survey to 300 BSI users, asking about their online shopping, digital payment, and debit card habits.

We wanted to see how often they shop with their debit cards online and pinpoint the frictions they run into.

2. In-Depth Interview (Qualitative)

To strengthen our research, we also ran a few hands on session with BSI users, how they turn on online shopping for their debit cards in different banking apps.

We talked about everything, from how often they shop online and any issues they’ve encountered with their debit cards, to their desire activation flow would look like.

This can be categorized into four key pain points users encounter when trying to use their VISA debit cards for online shopping

These insights help us clearly see where the experience breaks down and what needs to be improved.

Users are being held back by four key pain points: unclear activation, unexplained transaction failures, buried settings, and no feedback when things go wrong.

How might we create a smooth online shopping experience by helping users easily understand and activate their VISA debit cards, so they can shop with confidence and ease?

User Flow

We then created the flowchart below to show the step by step journey users go through to activate their VISA debit card for online shopping. It walks them through selecting their card, entering their PIN, and confirming the setup.

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

We started by sketching out a few rough ideas to use as a discussion points. We held casual workshops with key stakeholders to explore different solutions and see what might work best. It was a great way to bounce ideas around, align early, and spot any gaps before moving forward.

Design & Solutions

1. Debit Card Activation + Visa E-Commerce Flow

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 gives users more control and peace of mind, making it easier for them to manage their card transactions with confidence and flexibility.

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.

What We Learned

Through thorough user research and multiple rounds of testing, we uncovered key insights that helped shape a more intuitive e-commerce debit card activation experience:

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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