TriNet Bank Account Management
An efficient, secure, and personalized solution to manage company bank accounts frictionlessly.
Challenge
The old customer bank account management experience in the TriNet platform was manual, fragmented, and error-prone, causing frictions and inefficiencies for fast-growing small and medium-sized businesses. Client admins could not update their company bank accounts without contacting TriNet, and exchanging banking information with TriNet via email felt insecure and was prone to errors. Furthermore, lack of visibility and transparency made it difficult for clients to track the progress of a change and make sure their employees receive their paychecks on time. Client admins needed a more efficient, transparent, and secure way to manage their company bank accounts and ensure their employees get paid on time, which is critical to their business.
My Role
I led the end-to-end designs of the self-service customer bank account management experience between 2022 and 2024 in close collaboration with a UX Writer, a Researcher, three Product Managers, and a group of Software Engineers. In addition, I partnered closely with Legal, Business, and other stakeholders. I led the entire design and delivery process, including user research, concept development, usability testing, design iterations, and design handoff and implementation.
Results
The self-service customer bank account management experience was developed and launched iteratively in three phases between 2022 and 2024. With the new experience in the TriNet platform, client admins are able to manage, add, or change their company bank accounts easily and efficiently without having to manually contact TriNet. TriNet provides client admins with personalized guidance and instructions depending on their credit limit, funding health, and the status of their bank accounts, to ensure their payroll runs smoothly. Sensitive banking data is collected in a much secure way in the TriNet portal with real-time validation to avoid fat-finger errors. In case there are issues or risks about a client's bank accounts, they get notified in a timely manner with clear, step-by-step guidance on resolving them.
This self-service banking design solution I led achieved a remarkable 98.3% reduction in customer support cases, translating to millions in cost savings annually for both SMBs and TriNet. The system maintains the highest security standards while providing an intuitive interface that allows businesses to manage their bank accounts efficiently.
