Enterprise Rewards are the various incentives for opening a new account
for potential customers. For example, open a savings account and deposit $10K
by March 1st and receive a $150 cash back bonus. Customers often
call with questions about the incentive – when will I receive my cash back
bonus?, how much more do I need to deposit?, your site says I do not qualify
for a cash back bonus: why? – and the call center agents needed a feature to easily determine these answers.
The initial design provided this
information, however formative usability testing revealed that a significant
portion of users had various difficulties quickly finding the correct answers.
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| Enterprise Rewards early design |
This prompted several design iterations eventually resulting in a design that users found much easier to understand and could quickly determine
the answers to customer questions. This was accomplished by visual
rearrangement of fields, extensive rewording, improved grouping, and
improvements to the labeling and clarity of the infographic that answers the
top 6 commonly asked questions.
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| Enterprise Rewards final design |
