This workflow was designed to walk a client through the process of making a payment on a commercial banking application. The flow presented below went through several iterations, using data from subject matter experts, product managers, website analytics, and client feedback.
One example of iteration: the original title of the workflow did not include the forms of payment (Wire, ACH, & Check), which led to receiving client feedback that indicated confusion around payment types. Acting on the client feedback, payment types were added to the title, which led negative client feedback about payments to drop to zero.
Since the workflow's inception and through its continuous improvement, time to make a payment on the platform dropped 40% by the end of the year.
