Business Deposits Redesign
The goal of this initiative is to redesign the Business Deposits application and accompanying experience to better align with the other Small Business Digital Commerce applications by ensuring consistency across the platform. In doing so, the goal is to increase applications for small business deposit accounts not only by consistency across the DC products but also a better, more-streamlined user experience. To start the project, I reviewed prior research studies and performed various analyses to gain a thorough understanding of the experience. To improve the user experience, I ideated early concepts, modified iterative designs, presented to stakeholders, created high-fidelity mockups and prototypes with complex interactions. I collaborated cross-functionally with our product, development, and larger UX team.
Project Highlights:
Rally Stories
Completed over 150 user stories to date.
Application Wins
Funded account balances increased by 438%
Application completion conversion increased 41%
DC Figma Library
Helped build Digital Commerce’s Figma Component Library. Serves as the business team’s Figma expert.
Axure and Figma
Transitioned the full application of Business Deposits from Axure to Figma (prototyping included).
IAAP CPACC
Obtained the Certified Professional in Accessibility Core Competencies certification, which focuses on accessibility practices.
The Problem:
Truist Business Savings and Checking allows business owners to open an online account to manage their business transactions. Users navigate to the applicable product’s homepage from the public site and proceed with the application. Users were experiencing difficulty with starting the application as well as completing the application. Additionally, users could not easily apply with additional parties, which led to increased account closures.
The Solution:
Ensure UI consistency by utilizing design system components and elements.
As this initiative aimed to redesign the Business Deposits application and accompanying experience to better align with the other Small Business Digital Commerce applications by ensuring consistency across the platform, I wanted to ensure UI consistency across Digital Commerce. This involved updating all components within the application and utilizing many from our design system. In addition, I wanted to ensure the designs used the appropriate typography, color palette, spacing, block messages, and error states. The primary navigation bar and the stepper component (which helps walk users through a multi-step process) were modified to align with Digital Commerce, particularly within the Small Business sector.
Enhance the user experience by simplifying a complex flow.
In order to plan and optimize, one of my first steps in ideating design solutions is to fully understand and visualize the entire user experience. Having the visual representation of each flow helps to identify opportunities to improve the experience. The Business Deposits application has multiple flows to account for varying applicant and business types, including the following: an External Prospect (sole proprietorship/non-profit), External Prospect (with additional applicants), Authenticated Primary (sole proprietorship), Authenticated Primary (with additional applicants), Primary Applicant (application retrieval flow) and an Additional Applicant flow. As there are many complex steps asking for extensive information, the goal was to make the process effortless for our users. Being sure to mitigate issues and incorporate user feedback, I began design iterations. My design decisions were based on user research, VOC, and a comparative analysis of other consumer-facing Digital Commerce products.
My Role:
I served as the Lead Experience Designer. I collaborated with product owners, product managers, stakeholders, and the development team to implement a business deposits application that enabled a better and more streamlined user experience. My role entailed conducting a UX audit, holding several UX prioritization sessions, analyzing and synthesizing user feedback, comparative analyses, process flows, high-fidelity mockups, and several rapid prototypes based on findings. These processes occurred over various stages of the design process as an iterative process was utilized.
Tools:
Figma, Axure RP, Miro, Qualtrics, Adobe Analytics
The modernization project took ~6 months to complete.
Timeline:
3 Designers, 4 Product Owners/Managers, and 8 Developers
The Team:
Phase 1: Design Audit, Customer Journey Map, UX Prioritazation Session, and Initial Research/Analysis
My first step in the modernization project was to identify usability issues and identify opportunities for improvement by performing a design audit using usability design heuristics. After presenting my design audit and usability findings to stakeholders, I created a Customer Journey Map to assist with leading a UX prioritization session utilizing a 3x3 Impact-Effort Matrix with our design team, product team, and development team to further discuss and analyze my key findings. This led to a discovery feature for an upcoming PIs. To further ensure alignment with small business products, I created a user flow of the current journey and performed a comparitive analysis with Business Lending in order to identify gaps, painpoints, and design inconsistencies. An initial phase of research was also conducted to further identify points of friction and understand user needs, behaviors, and attitudes in interacting with the original design.
Design Audit
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1. Landing Page
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2. Login Page
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3. Applicant Information Page
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4. Business Information Page
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5. Beneficial Owners Page
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6. Authorized Signers Page
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7. Controlling Parties Page
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8. Terms and Conditions Page
Design Audit: Summary of Findings
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Landing/Welcome Page
Consistency: The navigation bar displayed does not utilize the same format as other Truist products.
Help and Documentation: The option to request getting help/assistance is not visible. The help feature is only visible once the user clicks the menu icon. This may be incongruent with the user's mental model.
This section is very helpful for users; however, the section header implies that once the incorporation type is selected the information will automatically appear. This section also signifies to the user that reviewing this checklist is required or the selection will determine the application type.
Aesthetic and Minimalist Design Placement: The Start application CTA button is at the bottom of the page, so this can affect visual emphasis for the user action.
Notes: If the new navigation bar is implemented, the incongruous nature may be mitigated.
Possible alternatives to create a better experience:
Remove the dropdown feature and edit the content to be more user-friendly
If keeping the dropdown, the verbiage should be changed to better communicate with the user
Adding an additional CTA button at the top of the screen would help tremendously.
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Login Page
Has there been testing on whether users understand what the promo code is and what it means relative to banking? A promo code is usually present in online shopping experiences, so the addition of a tooltip may help users better understand the relevance of this field.
When users forget their password, they are directed to the Forgot User ID screen. The radio button next to Personal is pre-selected. As this is for Business, is it possible to have the Business radio button pre-selected? There is a strong possibility that users may not select Business and instead click Continue resulting in errors.
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Business Information Page
Consistency and Standards: The DBA field appears to be out of place and the form is not ordered logically. A best standard of forms is to ask for the information at the appropriate time. Utilizing the DBA at the end of the Business information section can increase the user's cognitive load.
Notes: The DBA field was recently modified to always be visible (the previous version utilized a drop down caret to expand the Doing Business As field). As this field requires text input, a suggestion is to reorganize the input fields so the DBA field is asked at a more appropriate time in the form.
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Business Information: Beneficial Owner Page
As a general note: Has the team thought about condensing the people in your business section? For example, list each category (i.e. beneficial owner, controlling party, etc) and adding a yes, no selection. Once the user makes their selections, they can proceed with those forms on the subsequent pages. Totally open to other options/opinions.
This section of the experience just seems a bit disjointed.
The prompt asks users for information regarding multiple parties; however, the page only shows the Beneficial Owners. There is no indication that subsequent pages or fields will follow requesting this information.
The information under Beneficial Owners states that this includes anyone who owns over 25%. In this example, one of the beneficial owners owns exactly 25%, which does not match the given definition of an owner.
Verbiage: The help text states, "By providing your email, you agree that Truist may contact you electronically regarding your saved application, submitted application and future communications." The use of the word your and you implies that the user must input their own email address instead of the additional beneficial owner.
Is the Beneficial Owner maximum two (2) people? What if the user has more than 2? If there is a pre-set maximum users should be advised of this limitation.
Notes: Possible alternatives to create a better experience:
List each category and provide users with a yes/no option. Depending on the user selection, the required fields will appear for user input (or user will have the ability to proceed to those pages in the application process)
Addition of a progress indicator for this section
Given the information, users should still be advised of maximum allowable beneficial owners.
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Applicant Information
Spacing: The line spacing will need to be adjusted in the address section.
Customer Journey Map
UX Prioritization Matrix
Application Flow Comparison/Analysis
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1. Landing Page
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2. Loan Needs
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3. Getting Started
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4. Business Information Page
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5. Applicant Information
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6. Review Page
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7. Beneficial Owners
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8. Controlling Party
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9. Review Ownership
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10. Collateral
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11. Save & Exit
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12. Demographic Information
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13. Next Steps
Original Application Process Flow
Comparative Process Flows
Initial Research Results: Welcome Page
Phase 2: Ideating Solutions for M05 Release
Design solutions were ideated over multiple program increments utilizing an iterative design process. The goal of using this process was to improve the application and application process by enabling learning, using user testing results, and stakeholder feedback to ascertain how the final design will look and ultimately function.
Design methodologies used:
Design sprints which enabled design thinking in an agile environment
Rapid prototyping to quickly test flows
Consistently incorporating user testing results and Adobe analytics data
User-centered design via utilizing user testing results
As the goal of this initiative is to redesign the Business Deposits application and accompanying experience to better align with the other Small Business Digital Commerce applications by ensuring consistency across the platform, I wanted to separate the larger problem into three smaller problem statements with their applicable design solutions.
Problem Statement One
The Business Deposits application is not consistent with other products within Digital Commerce.
Solution
Ensure UI consistency by utilizing design system components and elements.
This involves updating all components within the application utilizing many from our Design System. In addition, I wanted to ensure the designs used the appropriate typography, color palette, spacing, block messages and error states.
Typography, Color Palette, Spacing, and Block Messages
Truist Trio is a proprietary typeface created for optimal legibility in both print and digital use at Truist. It was designed to express the dynamic, warm feel of the Truist brand while making communications clear and flexible. This typeface should be used for everything other than mobile app design and development.
The Truist Purple, Sky Blue, and Neutral stack are primarily utilized for major elements, such as cards and text color. The Ruby, Gold, Emerald, and Sapphire stack are utilized for block messaging. We currently use error, warning, promotional, and informational states.
Standardizing spacing helps us organize content while ensuring consistent information density and maintaining visual order. Our spacers are designed in multiples of 4 to prevent going onto the sub-pixel. Using a 12 column grid ensures consistency and fluidity within M, L, and XL breakpoints.
Navigation Bar
A new header was introduced into the Truist Design System. This was modified to align with Digital Commerce, particularly within the Small Business sector. The navigation bar plays a critical role to guide users through a website, while also including links to important sections or specific pages of the website. The navigation bar is clear and simple with easily recognizable labels and icons.
Annotations:
The hew header includes help text with an associated icon. Clicking on this opens the “Need help?” sidesheet that provides users with the option to call for assistance or get help in a branch with a branch locater or to schedule an appointment. In the original design, the help feature was hidden and only visible if engaging with the menu icon. Now, users are provided with a clearer opportunity for assistance.
On certain pages of the application, “Save and Exit” will be visible. Clicking on this will open a modal window. This asks the users if they want to save and exit their application. We provide two options, save and exit and return to application. Users can also close out of the modal by clicking the “x” in the upper right hand corner.
A second row was added to the navigation bar to inform users of the product being applied for throughout the application. A small business icon was created especially for small business, as opposed to a shopping cart for consumer products. The product name also appears and remains visible throughout the application and is dynamic depending on the product selected.
Progress Stepper
The updated TDS stepper component helps walk users through a multi-step process. It clearly states the number of steps, and conveys which steps are completed, in progress, and not yet started. The stepper is available in 2 sizes to help meet the needs of different spacial constraints. The standard size uses 64x64px nodes, while the compact size uses 24x24px nodes. Standard can have a label for each node shown concurrently, while compact only labels the current step.
Problem Statement Two
Users are experiencing difficulty navigating through and completing the application.
Solution
Enhance the user experience by simplifying a complex flow and complex pages.
In order to plan and optimize, one of my first steps in ideating design solutions is to fully understand and visualize the entire user experience. Having the visual representation of each flow helps to identify opportunities to improve the experience. This is in addition to applying page level design changes to further alleviate user painpoints associated with understanding the information presented, reducing cognitive load, and alleviating complexity.
Updated Process Flows
In order to plan and optimize, one of my first steps in ideating design solutions is to fully understand and visualize the entire user experience. Having the visual representation of each flow helps to identify opportunities to improve the experience. The first flow I designed for was the external prospect flow for the primary applicant. The Business Deposits application has multiple flows to account for an external prospect-sole proprietorship/non-profit, external prospect with additional applicants, authenticated primary-sole prop, authenticated primary-with additional applicants, Primary applicant application retrieval flow and an additional applicant flow. As there are many complex steps asking for extensive information, the goal was to make the process effortless for our users.
Welcome Page Iterations
After completing a design audit of the BDP application and holding multiple UX prioritization sessions, the outcome was to redesign and refactor pages throughout the application. There were issues with consistency, help and documentation, and aesthetics and minimalist design placement. In terms of Consistency, the navigation bar displayed does not utilize the same format as other Truist products. In terms of Help and Documentation, the option to request getting help/assistance is not visible. The help feature is only visible once the user clicks the menu icon. This may be incongruent with the user's mental model. The incorporation type section is very helpful for users, however, the section header implies that once the incorporation type is selected the information will automatically appear. Potential alternatives include to display the information contained in the checklist modal on the screen in a responsive format or if keeping the checklist, change the verbiage to inform user they will need to click the checklist CTA to see items. In terms of Aesthetic and minimalist design placement, the start application CTA button is at the bottom of the page, so this can affect visual emphasis for the user action.
Original Design
Initial Iterative Designs
The first step to mitigate these issues is to utilize user feedback to begin design iterations. I created low-fidelity wireframes to assist with the visual layout of my possible alternatives. My initial design decisions were based on user research, VOC, and a comparitive analysis with other consumer-facing products within Digital Commerce. Leveraging the results, I wanted to include a start application CTA at the top of the page, in addition to ideating different alternatives for the incorporation type section of this page.
Final Design: Design Changes
After several iterations, the following design changes were made:
A new hero was added that reiterates the user’s selection and provides additional details regarding the account selected. We wanted the image to remain in the hero section to contribute to the overall aesthetic of the page, in addition to creating an emotional connection with the users.
CTA buttons were added to the top of the welcome page. In the original design, the only CTAs present on the page were at the bottom. Including CTAs at the top of the page in the hero section allows users to more easily start or resume an application without having the scroll the entire length of the page. This will also increase start application conversions.
A things to know before you apply section was added to the page to provide important information regarding the application process. This was done to inform users of the information required of additional applicants, who the application is for, and the estimated timeframe to complete the application.
The incorporation type section was removed and replaced with the What you’ll need to do section. As tested with users, the previous incorporation type section only displayed all fields within the application and did not provide the necessary details to complete the application. This section was broken into four parts. Originally, the personal information was listed first. However, after testing with users, we moved the business information to the top of this section as this is a business account.
The Start application and Resume application CTAs remain at the bottom of the page as well. This is to allow those users who may read the entire page to easily start or resume application without having to scroll back to the top of the page.
A FAQ section was added to this page to provide further information regarding the account and application process as leveraged from VOC data. I wanted to keep the checklist for those users who want to download and print everything required for the application process. This provides users with the option to interact with the checklist instead of having an entire section dedicated to the checklist on the original version.
Final Design: High-Fidelity Mockups and Prototypes
Deposit Needs/High Risk Questions
In order to ensure alignment across the business products, the decision was made to incorporate a high-risk page. This page is presented to the user prior to starting the application process to ensure the primary applicant is an authorized representative of the business, in addition to gathering information on foreign individual and foreign country operations status as those are not permitted to open an account. Furthermore, this page is presented at this point in the flow so we can inform users upfront versus completing an entire application with a denial. This page being displayed prior to starting the application alleviates user frustration and provides consideration for the user’s time.
After a second iteration, a W9 requirement was added to the application. For this page in particular, we are required to ask the user is the company is publicly traded. After discussions and iterations, the best place for this question is on the deposit needs page instead of later in the application as this is also a kick-out question. I wanted to ensure user satisfaction by providing this information upfront so users weren’t completing an application just to be met with a denial, thus improving usability.
Final Design: Desktop and Mobile Prototypes
Getting Started Page
The getting started page allows the user to enter their online banking credentials to pre-fill certain fields in the application. After a usability study, this page was redesigned for Business Deposits based on user feedback. Users has difficuluty understanding why they were being asked for the credentials and were unsure if they had to login prior to beginning the application. As our product and dev team wanted to keep this page in the flow for API necessity, this page was redesigned to include additional verbiage to ensure users can understand the prupose of this page. XD worked with our content partners to add some additional verbiage on this Business Authentication page to inform users this login is related business accounts the applicant would see in Online Banking. Design changes include the addition of a tooltip to provide information regarding a business account.
Final Design: Desktop and Mobile Prototypes
Business Information Page
The business information page is where users will enter their business information in order to apply for a business deposits checking and/or savings account. An overal change was made to the application pages that include a narrower container size, while utilizing a two (2) column format. This design change was made to eliminate the unnecessary lengthiness of each form field.
As this application is a lengthy process, we wanted to ensure page-related questions were on separate pages and section-related questions were separated into more manageable chunks with a section header. We aimed to provide as much context as possible, add applicable help text and make the overall application more easily understandable as advanced business terms are used within the application.
In addition to the page-level changes, the following design changes were made at the form-level for this page:
The addition of a paragraph directly under the H1 to inform users that according to Federal law, Truist will obtain, verify, and record information relating to account opening.
The separation of required business information. This information was chunked into more digestible sections, with each section containing related information.
We ask for the basic business information first, which includes the business type, tax classification, legal business name and phone number.
After user testing, it was found that users were having difficulty with entering their NAICS code to find their industry. We decided to introduce a combo box which allows for single and multiple selection of options from a predefined list of options. The user can filter the list of options by typing text. The combo box does not allow free form input and does not allow users to modify selected values to make the appropriate selection.
To maintain consistency with Digital Commerce, the dropdown was removed from the alternate business mailing address and was replaced with a checkbox.
Applicant Information Page
The applicant information page is where users will enter their personal information in order to apply for a business deposits checking and/or savings account. After several rounds of user research, the following design changes were made:
After user research was conducted on the initial design and then analyzed, the informational text under the H1, ‘Why am I being asked these questions?’ with the associating info icon was removed. Although users noticed the tooltip icon, the majority of users did not interact with the tooltip.
In addition to adding legal-required email and phone verbiage, we added a section for disclosures and agreements at the bottom of this section. The disclosure that is being displayed here is the Consent to Use Electronic Records and Signatures. We wanted to provide this early in the application to prevent user frustration from completing the full application and deciding not to agree to the terms. An additional benefit to displaying this disclosure on this screen is that it provides context on how the application will be completed in the latter stages.
Review Page: Business Information and Application Information
This review page is where users can review and edit or confirm the information entered on preceding pages of the application. User testing revealed that all users appreciated the opportunity review and edit, that the information was easy to review and it was clear how to edit the content. Users were also aware that the content could not be edited on subsequent pages of the application. Additional design changes include:
UI changes to the the section cards include a border around the entire section, not just the information contained in the section.
We wanted to inform users that the information presented on this screen would not be editable after selecting continue. We placed that information above the confirmation checkbox, in addition to adding an icon and bolding the text for extra visual emphasis.
Takeaway for next iteration: Updating the verbiage to assure users that this information could be updated after the application process, i.e. not confident that ownership information is correct and may want to add additional parties later.
Ownership and Additional Parties Page
The Ownership and Additional Parties Page is where users provide information to verify additional parties to include the beneficial owners, controlling party, designated representative, and other people who are part of your business. Per federal regulations, this information is mandatory and is needed to verify the identity of people who may own a share of the business or are authorized to use the account. As this page is the most complex of the application and contains the most definitions, our team wanted to ensure users were well-informed and can proceed with adding additional applicants with as little errors as possible. This page went through several iterations and was tested multiple times with our target demographic. To easier understand the design process, design changes using user research, and various iterations, each update will be separated noting design changes. The iterations will be outlined below.
Original Design
In the original flow, each party type was on different pages. We decided to condense the pages and create a singular page that asks the user for all additional parties at once. Items to consider as gleaned from the design workshop for the current flow:
The verbiage (tone of voice) on the subheading is not consistent within the application and in comparison with other products in Digital Commerce
The definitions of each person applicable to the business application are not clearly defined upfront
When adding an additional applicant or beneficial owner, the UI and forms are different between Business Deposits and Business Lending
This design allows users to delete beneficial owners, whereas other business products allows users to add or cancel
The tooltips state different definitions between business products
Business Deposits: One individual identified within each corporation who has significant responsibility for managing the legal entity. Often, the role of controlling person is assigned to an executive officer or senior manager, but it can also be an authorized signer or beneficial owner.
Business Lending: Each entity is required to identify the entity’s controlling party. This is one individual with significant responsibility for managing the legal entity, such as an executive officer or senior manager (e.g., Chief Executive Officer, Chief Financial Officer, Chief Operating Officer, Managing Member, General Partner, President, Vice President, Treasurer). This could also be an Authorized Signer, Guarantor, or Beneficial Owner.
The controlling persons requirements are not clearly defined. The subheading for Business Lending states that a controlling party is required, whereas this information is located directly underneath the section header under Controlling Person for Business Deposits.
There is currently no review page for BDP at this stage in the application.
First Iterative Design
The first iterative design for the Ownership and additional parties page sought to address the issues discovered in the design audit and subsequent workshops. Per research, users still had concerns about completing this page.
User: “After seeing this page, applying in branch might be easier
Many users made their best guess in terms of their role as beneficial owner and controlling party
Users were unclear on the percentage of ownership of multiple owners
Recommendations
Consider providing a way for participants to determine if this level of questioning is applicable for their business structure, i.e. are you a sole owner of the business? yes —-> skip this page
Alternatively, provide more clarification and/or examples to help business owners identify similar situations and answer confidently and correctly
ensure banker/branch support options are readily available at this step, i.e. chat, dedicated phone number
Second Iterative Design
The second round of iterative designs for the Ownership and additional parties page continued to seek improvement upon overall usability. Three (3) different versions were presented to users and users were asked to provide feedback on each design. The design of this Ownership and additional parties page includes a step-by-step approach for each three questions. The goals were prevent overload of information for complex situations by providing contextual information is added through modals or tool tip for each role and to provide situated information to improve page flow.
Version 1 Feedback
Separation of controlling person and adding additional parties leads to confusions and holds a risk of task failure
The blue informational block message helped all participants to understand application requirements (adding a controlling person)
When adding a controlling person, participants experienced a disconnect between the need to add a controlling person and adding additional parties
Contextualized information (tool tip, modal) maps onto users expectations but hyperlink pattern suggests link to new page
Having information about roles situated within context is easy to find and helpful
The underlined text UI lead to an unclear interaction: open new page or pop-up modal? All though it could lead to another page because looks like a hyperlink
Some noticed a mismatch between the question (“Are you …?”) and the definition (“Please provide…”)
Consider trade offs between discoverability of UI and UI mismatch in users’ mental model
Consider tailoring content to each information pop-up to increase comprehension and mitigate risk of calls to customer service or dropping off
Version 2 Feedback
Redesign of this Ownership and additional parties page kept all questions visible from the start
This version provides easier implementation as it builds on current UI.
Contextual information is added through modals or tool tip for each role (e.g., beneficial owner, controlling person, etc).
This version also provides situated information to improve page flow.
Overall Feedback
There was no clear preference between versions: Version 1 helped focus on each steps and Version 2 helped flow through questions faster.
V1 | Step by step versions: Helpful to focus on each step in the right order. Participants tried to click on the title of tab: expect tab to expand.
Recommendation: Consider improving the way users can go back in the steps and check past answers.V2 | All in one page: Feels lighter, it flows through the questions faster, more compressed. Questions stay always visible making it easier to check user input.
Final Design
After reviewing research results, the main goal of the beneficial owner page is to easily add additional parties and identify ownership. Utilizing elements from V2, the design was modified to meet user and development needs.
Contextual information is presented is added through modals or tool tip for each role (e.g., beneficial owner, controlling person, etc). The V1 version used a hyperlink to display contextual information, which does not match the user’s expectations of the intended functionality. More specifically, users expected the hyperlink pattern to link to new page as noted in the research results. The final design utilizes tooltips to display contextual information, which aligns more closely with the user’s expectations of a tooltip.
The final design also does not use the wizard/drawer treatment for designating ownership. Users found it was easier to verify their inputs as the information always remains visible.
User research further supports the design decision to remove the lengthy definitions at the top of the page. Users felt it may be easier applying in a branch after seeing the definitions displayed at the top of the page. XD wanted to decrease cognitive load and align each role definition with the associated question. This ultimately prevents the user from having to remember lengthy definitions, in addition to preventing scrolling to constantly review the definitions.
Review Page: Ownership and Additional Parties
The Review ownership and/or additional parties page is a new review page that was introduced into the Business Deposits flow. Previously, users were not provided with a review page after entering additional parties. We wanted to provide users with an additional opportunity to review and edit additional parties prior to proceeding with the application. As this application is long and complex, we wanted to ensure users are informed at every step within the application. The presence of the edit button permits users to return to the applicable page in the application and make any necessary edits. This was confirmed via user research as users appreciated the opportunity review and edit. Users also found it easy to understand how to edit the content and that content couldn’t be edited later in the application.
Terms and Conditions
The Terms and Conditions page is where users can review and sign any applicable documents required to open the account and formally submit the application. The original design featured several card treatments that house each document, in addition to displaying special rates, if applicable. The design decision to condense the cards was to minimize extrinsic cognitive load. We wanted to avoid visual clutter and the redundancy associated with multiple visually similar cards. The intended functionally remains similar, meaning that when users click the CTA button in each card, an interactive modal appears that permits the user to review and/or sign documents. When that action is complete, the CTA changes to a reviewed state. Another design change includes adding an informational block message to the top of the screen to inform the primary applicant that each designated additional party will be required to sign and receive documents via email. If those users are not comfortable with signing electronically, we provide a branch locater link to complete the application in-person at a branch.
High-Fidelity Mockups: Primary Prospect Applicant Flow
High-Fidelity Mockups: Additional Applicant Flow
Phase 3: Detailed Accessibility Annotations
Accessibility annotations for our development team were added to all completed pages. Please see a few examples below.
Next Phase: Adding debit card, online banking, and funding to application flow for M07 release
As the application went live for the M05 release, I will continue to make enhancements by utilizing user research, VOC data, and Adobe analytics data. In addition to enhancement, we will add a funding flow so users can complete their application, sign up for online banking, select a debit card, and fund their accounts. Previously, small business deposit clients could only complete the application to open a deposit account. Therefore, by adding the features above, we can meet the organization's strategic goal of increasing deposits.