Treasury Internet Banking - Add a User Flow
Lead UX Researcher
Zions Bancorporation
Overview
Adding new users to Treasury Internet Banking (TIB) was a common but cumbersome task for clients managing multiple employees or departments. Our goal was to understand the pain points in the workflow and streamline the process to reduce errors and improve adoption.
Research Objectives
1. Identify friction points in the “Add a User” workflow.
2. Understand user expectations around roles, permissions, and security.
3. Provide actionable recommendations to improve usability and reduce support requests.
Methodology
-
Conducted 10 in-depth interviews with corporate clients and TIB administrators.
-
Observed live user sessions to see how users navigated the existing interface.
-
Analyzed support tickets and error logs to identify recurring issues.
-
Synthesized findings into user journey maps highlighting pain points and opportunities.
Key Insights
-
Confusing permissions terminology led to frequent mistakes and frustration.
-
Error handling lacked clarity, causing repeated attempts and delays.
-
Training materials were insufficient, requiring clients to call support for clarification.
-
Users valued speed over completeness—they wanted a fast process that still ensured accuracy.
Strategic Impact
-
Recommendations informed a redesign of the Add a User workflow, improving clarity around roles and permissions.
-
Updated tooltips and inline guidance reduced support calls by ~30%.
-
Enhanced training materials and walkthroughs were developed based on real user behaviors.
-
The study influenced future design standards for all TIB administrative tasks, reinforcing a user-centered approach.
Reflection
This project reinforced the importance of observing users in context and connecting qualitative insights with quantitative support data. Even small workflow improvements can have a major impact on user satisfaction and operational efficiency.
Want more?
​Reach out at pugaevelyn0@gmail.com to explore full findings and recommendations.