At the bank where I worked before, I had the opportunity to design the courier system end to end from scratch. This made the system we designed both very practical and ensured end-user satisfaction at the highest level.
We set up a web service integration with each courier company for address updates.
Let's say the customer updated their address just as the card went out for delivery: how will the courier system be updated?
The process we designed was roughly as follows:
- Taking into account the old address that was updated,
- It is checked whether there is a card out for delivery that uses the old address.
- If there is a card out for delivery that uses the old address, the card's most recent barcode number and the courier company delivering it are found in the system.
- The relevant courier company's web service is called and the current address details are sent to the courier system using the barcode number.
- On the card delivery tracking screen, the address update action is shown as a separate movement.
Things to watch out for in the address change process
If the card has been handed to the courier, the new address must be passed to the courier immediately. If this information is delayed, the card may go to the old address and create a risk of misuse.
For this reason, in the service integration, the update request should follow a different flow depending on the courier's delivery status: if it has not yet gone out for delivery, the address is changed; if it has, the delivery can be cancelled and the card taken back.
All steps and changes should be logged and a notification should be sent to the customer.
