This tooltip was developed based on website analytics and feedback from the Client Advisory Services team, where both indicated that clients of a commercial banking website were having difficulty logging in to the platform.
Further research using analytics and user session replays pointed to client confusion around the requirement of Company and User ID fields. The solution was to create this tooltip, which urges the user to save their Company and User IDs for future ease of logging in to the platform.
The implementation of this tooltip significantly reduced the number of login errors and reduced client servicing tickets for login assistance by 27%, saving on time, resources, and servicing costs, and increasing client satisfaction with the platform.
