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Enhanced
Transactions

Phase 1: improve customer understanding
 

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Challenge

  • Help customers understand their bank transactions

  • Help the business build brand trust

 

Solution

A set of transaction definitions easily accessed within the statement

 

My role

From a list of 300 transaction types, I identified the top 20 by volume and by the number of calls for help they triggered.

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I wrote, tested and iterated 20 new transaction names and definitions to a comprehension threshold of over 75%.

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Each transaction has a simplified name and blue info link

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​​Each link opens a new transaction definition in a closable bottom panel

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Phase 2: improving support for customers
 

Challenge

  • Help customers find support in the app for any transaction issue

  • Help the business reduce customer service calls

 

Solution

Add new flows to offer advice filters, in-app advice, and navigation to live help.

 

My role

I wrote and tested all text.

 

I worked with the customer journey and chat teams to identify the correct entry points to the chat matrix.

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Every transaction page offers help

New "triage" pages filter the typical help needed for each transaction type - using easy to follow language

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New help pages offer on-page advice plus precise contact details if further help is needed.

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Chat is the preferred help channel, so the help pages were threaded to a complex conversational banking matrix, to ensure that each customer entered the chat at exactly the right point

Impact in 4 months

100,000 uses of Get Help

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45% drop in calls to customer services; a 38% increase in use of live chat

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c.£210,000 saved

UX Process

Vulnerable

Customers

Switching 

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Motability

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Design System

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