Restructuring PNC PINACLE to better support learning and task execution
PINACLE is PNC Bank's corporate banking platform. As our MHCI Capstone project, we were responsible for providing a solution for the disproportionate amount of calls made to customer care relating to help and training.
Timeline Jan-Aug '19
Role UX Designer
Client PNC PINACLE (MHCI Capstone)
The new Quick Help makes help documentation more accessible, and the Task manager eliminates page-switching to execute tasks. Additional supports surface in the form of correctional tool-tips which flag potential errors, and auto-generated tasks ("shortcuts"). The purpose of these tools is to expedite learning and task completion via safety rails and dynamic support.
By talking to users and customer care reps, we learned that the high-risk environment adds a lot of pressure. So most calls are made out of anxiety, and because digging through help documentations and attending webinars is seen as time inefficient.
Based on user interviews and call data, we identified three main user groups. We built personas to help ground our solutions as we moved forward.
The "tech-savvy" accountant
The "old-school" higher-up
The average TMCC representative
Design explorations + user testing
I facilitated a paper prototype testing + co-design session at a PINACLE user conference to get a better sense of what sorts of interventions users would be comfortable with and what their expectations were. Moving forward, we also used Usertesting.com to remotely test our iterations in addition to in-person user testing sessions.
Co-designing chatbot content
Usertesting.com test plan
One of our mid-fi iterations for Usertesting.com
User interaction data is collected in the ML-driven back-end. The system then analyzes this data, which then manifests its analyses back onto the platform as suggestions and other forms of work flow augmentation (e.g. correctional tooltips).
Quick Help delivers relevant snippets of help docs when needed, while Task Manager helps users get through their day
Users can access training info and guided walkthroughs relevant to their current page.
Hovering over different sections in Quick Help also highlights relevant parts of the interface to assist learning via pairing.
Based on past transactions, the system draws attention to potential errors. Other notices can include banking holidays, duplicate payments, etc.
Voluntary surveys are used to collect explicit feedback on Quick Help's content. Quick Help directs users to TMCC when users are unable to find what they're looking for.
Task Manager organizes tasks to be done and acts as a checklist for users to work through.
Task workspace eliminates need to switch pages for each task. Users can also keep track of which tasks they've completed and which they have left.
Based on past behavior, the system recommends tasks to add to users' task managers, which users can accept or dismiss.
Clients don't always respond as fast as we'd like them to, nor do they answer all the questions we ask. Sometimes we've just got to make do, and sometimes we've just got to keep pushing for answers. Also, shoutout to Nifflers, the dream team. We were able to quickly identify what our strengths and weaknesses were and capitalize on that knowledge to maximize team output. In the 8 months we spent together, we were able to curate a healthy "work" culture that led to equal distribution of work and honest communication.