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Background

• Project: Account verification update
• Client: U.S. Bank
• My Role: Content Designer
• Objective: Create content that helps customers verify a new payment account easily.
• Stakeholders Involved: Product Managers, Visual Designers, Developers, Compliance Specialists, Accessibility Specialist
• Tools Used: Figma

Process

1. Determine issues with content: The “before” content was verbose and overwhelming.
2. Engage with stakeholders to assess business goals and audience’s needs.
3. Create clear and concise content that guides users through the account verification process. Changes that were made:
   • Created an actionable headline (“Verify in 3 easy steps”)
   • Labeled each step in the process (Step 1, Step 2, Step 3)
   • Removed unnecessary/irrelevant content to increase white space and clarity
   • Made the “OK” button actionable by changing it to “Verify”
4. Collaborate with stakeholders to ensure content aligns with goals and is suitable for desktop, tablet, and mobile views.
5. Changes helped improve readability, usability, and customer task completion.