Shared Accounts – US Bank (Omni-Channel)

Ux Design

The Entitlements project at US Bank spanned all business channels and impacted every customer group, including retail, small business, and wealth management clients. This product enabled account holders to designate specific individuals to access their accounts, monitor activity, pay bills, or transfer money. A key target user might be an elderly customer who wants to give their adult children access to some or all of their accounts for online banking and financial management.

Account holders managed their entitlements through a dashboard environment, where they acted as admin users. They had the ability to add or delete users, assign or remove accounts for each user, and even delete the entire Entitlements dashboard to opt out of the program.

The examples presented here illustrate the process an account holder or “Admin-User” would follow within the Admin Dashboard to add the first user and subsequently add or remove other users. Admin-Users could also assign or remove accounts linked to those users.

I worked remotely with a team based in Minneapolis, while I was in San Francisco. After reviewing an existing prototype, I collaborated with researchers to test it with customers. We then synthesized the findings from the customer testing.

A major challenge was determining the appropriate labels and terminology for the different users and interactions in the product. The previous prototype and early work lacked clear distinctions between user roles. We identified two primary user types: the Admin User (account holder) and the Delegate User (the person granted access to assist the account holder).

I worked closely with my team to establish a clear strategy and direction for the product. From there, I began designing the workflow, interactions, and user experience, while also writing the text and content to support these interactions.

This page explains the first screen in the Admin Dashboard and the process for the Admin User to add their first user to the dashboard.

This page outlines the interaction and layout for adding a Delegate User to the Admin Dashboard in the desktop experience.

This page outlines the interaction and layout for adding and removing Delegate Users in the Admin Dashboard in the mobile experience.

Ux & Product Design, Information Architecture, Interaction Design