Case Study 3 – Consumer + Commercial Account Login

Consumer + Commercial Account Login

Summary
The consumer and consumer banking mobile app login presented some unique challenges. One of these challenges was the fact that consumer and commercial login credentials were separate. Put simply, if you happened to be a consumer banking customer AND a commercial banking customer you have two different login credentials.

  • If the user has passcode set up on their mobile device, the problem for the consumer + commercial user is they can only have one passcode for app access. The solution to this issue was to provide a link on the passcode screen with a simple link “Business User?” which would direct user to the UserID/Password login screen, whereby they could sign in with either their commercial credentials.

Usability testing to determine if building separate business app was required

  • When the app was released, the business unit expressed concern this experience was going to cause confusion among commercial account holders and began to lobby for building a separate app for commercial account holders.

I conducted usability tests to determine if this was in fact a problem for commercial account holders. The results of these tests proved that users with passcode login set up had little to no trouble accessing their commercial accounts.