Check Reorder Function

CHALLENGE: Design screens for the check reorder flow for the Citi online banking application.  Citi leveraged the user interface from Deluxe, a check ordering vendor utilized by many financial institutions; the interface was generic, allowing for minimal customization, and provided users with many ordering options that were not necessarily relevant, resulting in a confusing customer experience at times and required a large volume of customer service calls before an order was finally placed.  At the time, Deluxe created a new API that would allow for a Citi designed/hosted interface, but where Deluxe would still be managing the check ordering data flow, so the check reorder flow was overhauled.

ROLE: UXA

PROCESS: Based on review/gap analysis of current process flow, interviews with Customer Service, and competitive analysis, I streamlined the flow and designed screens that focused on relevant check ordering and user profile information.

RESULT: A customized check reorder flow that allowed for more orders to be successfully placed, and with a significant drop to customer service call volume in terms of follow-up calls to finalize an order.