Introduction

Worked with marketing, business and the contact centre to create a 2-step verification page that would address the concerns users call about but also a screen that can help navigate through an already complex experience.

Team - Commerce, Marketing

Year - 2024

Role - Collaboration - Led visual layout and information architecture. Content designer provided content for each section

Platform - built using Adobe Experience Manager

Channel - .com. public facing website

Discovering the problem

High call volume in call center

Currently, the number of calls to the call center for 2SV is very high and many times the information is available online, but clients do not know where to look.

Complex experience

2SV is very complex and there are varying use cases. With there being different versions for 2SV and different versions of 2SV for different activities, it can be a very convoluted experience

Client needs

Clients have different needs to be addressed as it relates to 2SV but knowing where to start to solve the problem is the main blocker

Too technical

What is a push notification? Technical literacy is varied among our users. While users are understanding of the added security that comes with 2SV, the complexity and learning curve to actually use it has created a frustrating experience for the user, especially since it affects them accessing their banking products and services.

High call volume in call center

Currently, the number of calls to the call center for 2SV is very high and many times the information is available online, but clients do not know where to look.

Complex experience

2SV is very complex and there are varying use cases. With there being different versions for 2SV and different versions of 2SV for different activities, it can be a very convoluted experience

Client needs

Clients have different needs to be addressed as it relates to 2SV but knowing where to start to solve the problem is the main blocker

Too technical

Defining the product

Awareness on all use cases

2SV functionality is imperative for all banking clients using our digital spaces. Understanding how the various methods work and ensuring they are appropriately set up in necessary for a seamless banking experience.

Educate

Inform users on how and what certain technical terms are as it relates to 2SV so they are able to effectively process information and potentially self-serve. (i.e push notifications)

Address main issues

Our call centre partners shared the main issues users had regarding 2SV. Majority had issues with setting up a new device and transferring 2SV preferences

Findability

Improving SEO for the page can help users be taken directly to where they need to be

Scannability

With the varied used cases, users may struggle to know where to be. The information surrounding 2SV is very dense, but not all is applicable to every user. Allow the user to get to their need without having to read through unnecessary information

Design solution

SEO

Search is the main way users come to our pages. Maximizing our SEO was necessary to allow users to find the exact answers. In doing this, a Quick links section was included to the top with actual SEO phrases used by users or mentioned in call centre calls.

Find information

To help users navigate the page, different interactions and layouts were used to effectively compartmentalize each concept. This allowed users to only process one context of information at a time, but also to help users get to what they are looking for faster.

Prioritization

Key search items and most popular user issues were prioritized on the page, which users can get to through anchor links, which helps to minimize frustration with the dense content .

This is the updated design for 2SV for both desktop and mobile where you can see the above translated into a visual layout.