JPMorgan ACCESS
The Challenge
ACCESS was a federated portal with 40+ aging applications with developer-designed user experiences that were driving up costs for training and customer support:
49% of Help Desk calls were repeat “how to” calls for basic functionality
Inside-out product design process produced a very fragmented experience across the various applications
Customer retention required increasing discounts, a negative impact on the bottom line
Action
Streamlined design process by establishing Design System for all client-facing JPMorgan Treasury Services applications, integrating user-centered design methodologies
Established a customer-centered process that used personas to drive a modern portal design
Created unified experience that integrated all 40+ applications
Result
Drove cost savings based on a 31% reduction in call center volume
Rollout of the new product had one of the highest initial customer use ratings in Treasury Services history
The new ACCESS was rated as #1 in industry among Treasury Managers
JPMorgan ACCESS Dashboard
•Dashboard designed to align to how customers work - surfaces
critical information and transactional functionality
•Cash Position gives customers an at-a-glance view of cash flow
•Portal design organized based on customers’ mental model:
Payments, Reporting, Accounts Receivable, Administration, etc.
•Reports Inbox surfaces time-sensitive reports
Integrated Payments Screen
• All payment types now accessible from a single screen
• Supports both ad hoc payments and recurring payments
Multiple Payments Screen
Increased efficiency of customer workflow by allowing them to make multiple recurring payments from a single screen
Usability Testing
•Design evaluated via multiple rounds of usability testing
•Followed design/test/revise/retest process to refine design
•One of the highest initial customer use ratings in Treasury Services
history on roll-out of initial product
•Customers gave it high marks for streamlining their work –
designed to support their workflow