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