Small Business User Entitlements is an Online Banking feature that allows business owners to create Online IDs for their employees, and give them custom levels of access to the business’ accounts and services.
This redesign project was to give the business owner finer control over the accounts and services. But, also, this was an opportunity to address usability issues that had been identified through VOC, and update some patterns.
This service was a feature that helped Bank of America win 1st place in the 2014 Keynote Small Business Banker Scorecard.
1) Wireframe from existing Entitlements functionality.
2) Usability finding: In edit mode, with the User ID field enabled and on-focus, during page load, the ID could accidentally be modified, when the user moved to a different field.
3) Usability findings: a) With additional services and more granular control, the additional noise confused users. b) The account checkbox and Inquiry radio, were redundant, and also confused users.
4) New Flow diagram. The single page form was re-architected into two pages. (created in OmniGraffle)
5) Conceptual Redesign wireframes (created in Balsamiq)
6) During usability testing, the traditional table won the hub design. Traditional links were kept, as stacked dropdowns caused some mis-selections.(In Production)
7) This modal only appears during the Add User process. (In Production)
8) Editing an Online ID is now a deliberate process.(In Production)
9) Used “mobile” style toggles tested to be more salient with users. It also makes migration the mobile platform an easier transition for users.(In Production)