I gathered three to four of us for hours days and eventually a few weeks, locking ourselves in—war-room style—for concepting sessions. A head of card operations, a sharp quality assurance business analyst, a tech lead and myself — our team was the perfect minimum combination of skills and knowledge. The output: 15-20 nearly finished service and operational decision flows, matched with a long list of our assumptions, aimed at better user experience and operational compliance.

Read More