Project Overview:
Intercept users to add or verify contact information.
Company:
BMO Harris Bank
Role:
- Contributed to requirements discussions
- Built multiple wireframe iterations
Fraud Iterations PDF
Project Summary:
In order to limit fraud, phone numbers will be required for all customers. There was an unacceptable number of users without a number on file. We had to design the best way to intercept users to encourage them to add/update their numbers. Current and New user numbers would be captured.
The Challenge:
With the best customer experience in mind we had to determine what would allow us to capture/update user phone numbers while not overly interrupting the user. There were a great many backend constraints on the project. During the requirements phase we discovered that we would have to not only introduce a new interaction to capture current users phone numbers, but also update the enrollment process to include phone numbers. There were also considerations regarding the OTP process.
The Solution:
After initial research including competitive analysis, we presented some introductory presentations of wireframes to the broader team. The team decided on an interstitial treatment for users after login, an added enrollment screen, and updated OTP options based on security. The project went through multiple designer critiques, and stakeholder reviews. Due to back end limitations and new requirements some aspects had to be altered.