THE SITUATION: Wells Fargo needed to implement validating online customers' email addresses.
THE GOAL: Validate all current customers as well as implement a validation process for new online customers. This needed to be accomplished while minimally impacting customer online Wells Fargo use, and have high percentage of success with minimal customer service calls.
THE SOLUTION: A number of workflow iterations were performed with both management and development. There were a significantly large number of issues to take into account, some of which included email attack reduction (i.e. spam and phishing), minimal impact to customer online banking activities, positive content to promote customer buy-in, multiple reminders with more than adequate time to validate, and easy access to help and customer service at all times to minimize frustration. Once workflows were complete, interactive prototypes were created and usability testing was performed to confirm ease of use.
Below is the final workflow created in Visio.
Below is the workflow converted to iRise for prototype creation.
Below is the final message when a customer registers online.
Below is the email sent to the customer to validate.
Below is the confirmation once the user validates the email.
Below is the login block the customer would get if they did not validate their email.
Below is the login block for mobile devices (smart phones in two variations).
Below is the login block for tablets. The gray background is there to hide any account information.
