Problem
Mastercard Travel Experiences (MTE) was being retired in favour of the new Mastercard Travel Pass platform. Migration at this scale carries real risk: cardholders arriving at a login screen their old credentials no longer work on, entitlements that don't map one-to-one between platforms, and terms & conditions differences that could catch users out.
A failed migration wouldn't just churn users — it would generate support load across dozens of issuing banks and damage trust in the Mastercard benefit proposition itself.
Objective
Identify and design out the UX risks in the migration journey, so cardholders transition to the new platform with minimal confusion, failed logins, and support contact.
What I did
- Migration UX risk analysis. Audited the end-to-end journey from the departing platform to the new one, mapping every point where a migrating cardholder could fail, stall, or lose trust.
- T&Cs comparison. Produced a structured comparison of MTE and MTP terms so messaging could honestly and precisely communicate what was changing — nothing buried, nothing overclaimed.
- Designed the intervention point. The highest-risk moment is a migrating user hitting the new login screen with old credentials. I explored interventions from passive links to targeted prompts triggered for likely-migrating segments — weighing help for the struggling minority against friction for the majority who log in fine.
- Migration messaging and UX copy. Wrote and refined the messaging cardholders see through the transition, localised across the platform's supported languages.
Outcome
A migration experience designed around the failure moments rather than the happy path — catching struggling users before the point of churn, and keeping the change honest for everyone else.