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These features are critical to maintaining their digital access, ensuring customers can manage their accounts online.
Enabling digital access is important to the business too, customers who stay digitally engaged not only spend more annually but also depend less on costly channels like call centers and paper communications.
Access Management tasks are "interstitial", shown to eligible customers immediately after signing in and before viewing their accounts. They can feel like unfamiliar barriers that get in the way of the task the customer came in intending to accomplish.
We are interrupting a customer's experience to have them make new decisions. When the value isn’t clear—or worse, when something goes wrong—frustration builds quickly.
In preparation for a large acquisition the following year, these flows needed to be prepared to help customers keep their info up to date and to seamlessly access their accounts at scale.
Design principles for Account Management tasks
Clearly state the value of the task—Why shouldn't the customer skip?
Make important information prominent, scannable, and impossible to miss.
Include only essential tasks — Eliminate friction and visuals that don't add value.
Pull in customer data to give context to unfamiliar content.
Don't use industry or internal lingo - State clearly what we mean, in words the customer would use.
Led redesign and delivery of three Access Management tasks
Collaborated with tech and product partners to understand data to uncover problems to solve.
Planned and conducted multiple UX research studies, synthesizing findings into actionable recommendations.
Coordinated approvals with key stakeholders across the company.
Built a set of guiding principles to use for these and similar interstitial account tasks.
Flow redesigns for Autolinking, Collapse and Recovery tasks to be built in 2025 as critical pieces of company strategy
Recovery redesign launched in 2025 lowered annual support calls by 15%, Sign-in related 1-star app reviews dropped 30%, saw 400% increase in successful re-entry into sign-in flow, with the team receiving an internal "TechX" award.
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