Private Passport is Northern Trust’s flagship banking application, and clients attempting to set up online banking on Private Passport were having frequent trouble, resulting in excessive call volumes to the help desk.
Noticing that new user client email instructions were long and confusing, the internal product development team reached out to the Corporate Marketing User Experience team for help, and we were responsible for testing and optimizing online end-user solutions.
To address the issue, I reviewed the enrollment process with the client to come up with a more effective approach. I then created paper prototypes and wrote the user-testing scripts, followed by conducting two testing sessions with 20 volunteers across age demographics and business units.
Based on the feedback, I streamlined the process and created a short, clear email for new users. Overwhelmingly, user-testers preferred the shorter instructions, as long as it included a link to “Learn More” if they needed help.
Within the first two months, the change resulted in nearly 100 fewer cases of help desk reps manually creating passwords for new users. After the new solution was implemented in July, calls to the help desk on this issue fell from an average of 349 calls per month, down to eight calls by October.