E-Statements
Project Summary
The Problem
There were many informational tools that we offered to help clients understand their money, but none of them were very effective or well designed, including the digital tool to help them download their statements. We were tasked to redesign the bulk statement download tool, where clients could download multiple statements for multiple accounts more efficiently.
Business Goals
Maintain or gain more client relationships by improving our tools around understanding their money
Ultimately increase deposits
My Role
Researcher, Product Designer
Team
Discovery/Understand: Insights Team, CRMs, Sales, Product Designers
Delivery: Product manager, 5 developers
Diverge
Quick Research and Iteration Cycles
We conducted client and proxy client interviews to understand what our clients’ processes looked like when they reconcile their books.
A working design system made it simple to ideate more quickly and efficiently in high fidelity, which enabled more stakeholder and client conversations to be held faster and more often.
After each iteration, we held regular feedback sessions with clients to make sure we were meeting their needs.
Cross-Functional Workshops
Because we were redesigning a legacy system, we had to have several sessions with design + engineering so that we could consider the end-to-end experience with all the sources of data, and technical design and limitations.
Converge
After multiple iterations based on client feedback and working backwards from technical limitations, we decided on the following direction.
Users would first select accounts. They can filter by the account type or start searching for specific account numbers or nicknames. Due to technical constraints, they would only be able to select up to 50 accounts at a time.
Next, they can select the statements they want to download. They can filter statements by date using the date picker. They are also only able to select up to 50 statements at a time.
Finally, they are taken to a Downloads page where it would prepare a Zip file for them to download.
Next Steps
The engineering team will implement e-Statements. During rollout, we will follow up with clients who we’ve held feedback sessions with and make sure it’s working with them before rolling out to a wider group of clients. We anticipate some bugs and will resolve them as we catch them with the beta group.
Once this is complete, we will explore other functionalities such as scheduling certain groups of statements to be automatically downloaded at a custom schedule that is best for clients. We know that users go through a reconciliation period at the end of every month or every two weeks, and they have to download all statements for audit purposes. Making downloading statements an automatic step would save them a lot of time and hassle.
We would also explore functionalities around grouping accounts and giving those group nicknames. Many of our users are property managers who have multi-family properties and accounts for each property. Giving them the option to group accounts and manage them how they see fit may resolve many pain points and manual processes.
