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Research focused on how customers understood Balance Bonus eligibility, tracked qualification progress, and identified the actions required to complete the program.
Create a clearer Balance Bonus experience that helps customers understand eligibility requirements, track progress, and identify the actions needed to qualify.
U.S. Bank competitors include PNC, Wells Fargo, Bank of America, M&T Bank and BB&T Corporation.
User feedback highlighted the need for quicker access to account activity, clearer qualification status, and easier access to actions related to Balance Bonus progress.
Reusable shortcut patterns, card layouts, spacing, and typography were applied to create a more consistent experience across desktop and mobile.
We followed a human-centered, iterative process of research, synthesis, ideation, prototyping, and validation.
The experience evolved from scattered account information into a more action-oriented design that brings qualification progress, outstanding requirements, and relevant next steps into one clear view.
The final direction prioritized clear progress visibility, simplified navigation, and consistent interaction patterns so customers could quickly understand their status and take the next required action.
We used Figma for design and prototyping and FigJam for collaborative workshops, which enabled real-time feedback and a single source of truth.
AI-assisted monitoring helps identify unusual account activity, strengthen protection, and provide customers with clearer security awareness.
AI can surface important account activity, highlight relevant updates, and help customers understand changes that may affect their Balance Bonus status.
Personalized insights can highlight relevant opportunities, completed requirements, and actions that may help customers make better use of available rewards.
Timely alerts can notify customers when requirements are completed, when action is needed, or when important Balance Bonus updates are available.
Structure content with semantic HTML and ARIA labels so assistive technologies can interpret complex data and critical alerts.
Use high-contrast colors and supplement color cues with icons/labels to ensure status is clear for all users, including those with color blindness.
Maintain a predictable layout with clear language and multiple sensory cues to reduce cognitive load and prevent errors.
Ensure full keyboard navigation with clear focus indicators, so users can efficiently operate the dashboard without a mouse.
Outcome: The redesigned experience made Balance Bonus requirements easier to understand and gave customers clearer visibility into qualification status and progress.
Improvement: The updated flow simplified navigation, improved information hierarchy, and made important account actions easier to identify and complete.
Measurable Results: Usability feedback showed fewer navigation issues and stronger understanding of progress, requirements, and next-step actions across key screens.
Do Differently: With more time, I would have expanded testing across different customer segments and explored more personalized guidance based on account activity.
Influence: The project introduced reusable patterns for progress tracking, status visibility, and responsive account interactions that could support similar banking experiences.
Retail dashboard enrollment
Usability testing focused on how easily users could navigate the experience, understand key information, and complete important Balance Bonus-related tasks.
Inefficiency: Important qualification information required too many steps to access, making progress harder to understand at a glance.
Visual Hierarchy: Key actions and status information lacked clear prioritization across the existing experience.
Modern design: The updated interface presents Balance Bonus information with clearer hierarchy, stronger visual consistency, and easier-to-understand progress states.
Improved efficiency: Simplified navigation and clearer information help users reach important actions with fewer steps and less effort.
From “Inefficiency” & “Improved Efficiency”: User workflows are a key material of design. We do not just design screens; we design efficient task flows. Reducing cognitive load and steps to complete a task were measures of success.
From “Outdated design” & “Modern design”: We learn that visual design is a powerful tool for building trust and engagement. An outdated aesthetic can erode user confidence in the system itself, while a modern, professional interface reinforces a positive brand perception and makes the system feel more reliable.
The Ultimate Insight: This project showed that a strong financial experience needs clarity as much as good design. Users should see status, done steps, and next actions without looking across many screens. Clear progress, simple paths, shared rules, and timely feedback reduce doubt and build trust.
The best choices made key details easy to find, understand, and use. The final experience linked account activity, qualification progress, and next steps into a smoother Balance Bonus journey that felt clear, focused, useful, and more trusted.
To Connect with Us.
Hey, thanks for checking out my work.
I’ve been fascinated with the way people interact with technology since forever. I’m particularly keen on digital products designed to make life easier for human beings.
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If you want to know more about my design process, or if you want to talk about a cool idea, don’t hesitate to hit me up.
