Lost Bank Card Freeze and Replacement
Design an urgent card flow that distinguishes a temporary freeze from permanent replacement and explains the practical consequences of each choice.
The brief
Understand the problem
Background
When a bank card goes missing, customers must act quickly but may not know whether it is misplaced or stolen. Freezing, reporting, wallet access, recurring payments, travel, and replacement delivery all have different effects.
User context
Marcus notices his debit card is missing while returning from a concert. He needs to stop new use immediately, check recent activity, and decide whether to wait until morning or request a replacement now.
Product problem
A stressed customer needs fast protection and clear recovery options without accidentally canceling a card that may still be nearby or overlooking suspicious activity.
Objective
Design an immediate freeze, activity check, replacement decision, and delivery confirmation journey with explicit consequences.
What to design
Define the experience
Required experience
- Identify the correct card and freeze it immediately
- Review recent and pending activity
- Compare keeping the freeze with permanent replacement
- Confirm replacement details and understand interim access
Screens and states
- Card controls and freeze confirmation
- Recent activity review
- Replacement consequence review
- Delivery and interim access
Core user flow
Follow the critical path
- 01
Marcus opens the missing debit card and applies a temporary freeze
- 02
He reviews transactions since the concert began and flags one he does not recognize
- 03
After searching his belongings, he chooses permanent replacement
- 04
He verifies the delivery address and sees how digital wallet and recurring payments are affected
Product rules
Requirements and constraints
Requirements
- Make freeze status immediate and easy to verify
- Explain which transaction types a freeze does and does not stop
- Separate transaction reporting from card replacement
- Show fees, delivery estimates, address, and old-card consequences before confirmation
- Provide a secure support route for cash or travel emergencies
Constraints
- Permanent replacement cannot be undone after issuance begins
- A freeze may not stop previously authorized or offline transactions
- Sensitive card details require strong authentication
Reality check
States worth considering
Finish line
What to deliver
- Four mobile screens covering freeze through replacement
- A state matrix comparing temporary freeze, found card, stolen card, and replacement in progress
If you want more
Optional extensions
Optional direction
Visual resources
Use these as a starting constraint if you want one. They are not part of the required solution.