Credit Card Onboarding

In September 2022, Mercury launched a major new product: the IO credit card. To qualify, businesses needed a balance of at least $50K, but we still wanted newer or lower-balance customers to be able to explore the product in their dashboard.

We created some variant page states to promote different actions depending on whether the customer was pre-qualified or not.

Most customers see the screen below. It's a simple, in-product marketing card that lets us highlight features and nudge people to complete set-up in the moment to unlock this shiny new feature.

I suggested embedding some FAQs in the card so we didn't need to link people out to a blog post or help center article, which allowed us to do some quick objection handling without losing access to the Get Started CTA.

They look fairly straightforward, but it took a bit of back and forth with our Compliance team to try and strip as much legalese as possible from these quick answers.

When the user clicked Get Started, they were given a clear picture of how much more they'd need to qualify, and presented with different options to complete the fund transfer.

Once the transfer was initiated, the user had to wait (potentially a few days) for that deposit to settle before they could proceed with the additional steps of setting up their credit account. While not ideal, it meant that we needed to clearly communicate that they'd done everything they could at the moment, and set expectations for how we'd let them know when they could keep going.

Since there was a chance a user might revisit this screen multiple times, we also took inspiration from videogame loading screens and added some randomized "tips" or value props a user could browse within the card (such as the "Privacy by design" callout above).

The email followup was handled by a real live human member of our onboarding team, who then pointed them back to their dashboard to set up their autopay and issue their first card. Our goal with this flow was to get them to that first card as quickly as possible, and then follow up with additional comms or in-dashboard notifications to promote other setup tasks like issuing cards for their team.