Link/Unlink An Account Function

CHALLENGE: Automate a user's request for linking/unlinking an account so that it is a self-service real-time function on the Citi online banking application.  Linking/unlinking an account was a manual customer service maintenance function that was triggered by a Lotus Notes request from a user, and the request could take up to three days to be fulfilled.  A large volume of customer service calls was usually associated with a request, as a user would try to follow up and expedite the request.

An additional challenge was to create a UI document that could be a "one-stop shopping" resource for all the project stakeholders--  instead of referencing several documents, stakeholders would just access one document that would contain UI specifications, screen mock-ups, and copy information.

ROLE: UXA/UX Designer

PROCESS: Based on review/gap analysis of current process flow, interviews with Customer Service to determine pain points, customer verbatim, and competitive analysis, I redesigned the flow and created screens that would allow for the maximum capture of information so that users were truly empowered during the transaction.

I partnered with business analysts, developers, and copy writers in working sessions, and created a UI document that was comprehensive in containing and tracking UI, design, and copy information.

RESULT: A simple self-service transaction that provided instantaneous processing and feedback.  With the initial implementation of the new flow, there was an 80% reduction in customer service call volume for the link/unlink request, and it translated into an annual savings of $1.5M for the Customer Service group.

The comprehensive UI document was well-received by project stakeholders, and became a template/working model for defining the format of future creative asset documentation.