Atmos Financial is a banking solution that is committed to promoting equitable decarbonization in the banking industry. All deposits are dedicated to funding initiatives and infrastructure that have a positive impact on the environment.
Table of Contents:
Problem
After creating an account, users must request a physical debit card to be mailed to them. However, they miss the notification immediately after the request or forget what it said. There is limited information to help users determine if their request was processed.
The result is an array of support tickets for only a data pull request. Time is money, and it takes a lot of time to not automate pull request— effecting the cost to run support.
Success
This solution would reduce the number of support and save users time-consuming steps, potentially cutting down waiting time for a response by 1.5 hours and reducing the need for customer service interception by HALF!
Before
After
It is a very low cost solution to a high time cost problem.
Customer Effort Score (CES): Reducing the amount of time and effort on the customers’ behalf by reducing waiting time and applying self-service tools can reduce frustration and reduce service cost for Atmos.
Research
I asked users to complete the simple task:
From the dashboard you see in front of you, take me through the steps you would take to request a replacement debit card.
- This task had a 85% completion rate.
Here is a scenario, let’s say it’s been 4 days since you requested your new card but you haven’t heard anything about it since. Where would you go to check the status of your request?
57% of the users were able to successfully return to the end of the request page in this task.
Only 25% of successful users indicated that they would make the effort to email if needed.
- Meaning, 14% of users wanted to go through the necessary steps to check the status of their request.
How can we reduce the steps it takes for users to find the information about their physical card replacement request?
One common heuristic is to provide users with feedback in order to close the feedback loop. When users don't receive feedback after taking an action, they may repeat the action until they become frustrated and reach out to customer support.
A better way to build trust is to explicitly communicate the current system’s status • Aurora Harley
Resources:
https://www.nngroup.com/articles/visibility-system-status/
https://www.nngroup.com/articles/status-tracker-progress-update/
Simplifying
Current User Journey Map
Simplifying users journey, and keeping them in the app
Accessibility
Current Body Text
Current Contrast Ratio
Increasing the readability of message so information won’t be missed.
In focusing on creating clear and accessible visual contrast. This makes this text much harder to miss beyond hierarchy placement or frame size.
Solution Contrast Ratio
Fully Passing Contrast Ratio
Solution
- Adding an estimated statement only after the request has been made, along with the date of the request. This simple solution gives the user feedback that the request has been made.
- This shows related information upfront and removes the dependency on chat support or an email without replacing any features and taking too much of the screen real estate.
This solution aligns with Atmos Financial’s transparency philosophy.
Before
After
What’s Next?
By relaying the progress and request information we forgo the need for customer service support.
https://www.nngroup.com/articles/customer-service-omnichannel-ux/
Going beyond reducing customer experience confusion, research on NN/g shows that iterative testing can also decrease the number of support emails.
https://www.nngroup.com/articles/testing-decreased-support/
Thank you for reading!
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