TIAA, now EverBank, is a market-leading retirement company and banking institution. Having led application platform and design teams, I had to check out one of their more basic product applications, an application for a checking account. Because I love working with forms and applications, I did three quick versions of the redesign: two 1-page experiences matching their current approach, and one multi-step approach. Based on my previous experience in the forms and applications space and all the user testing we did, I prefer the step-by-step approach for this experience.

While reviewing the application I noticed quite a few things, such as all the visual tug-of-war happenin. TIAA uses the “less clicks equals a better experience” approach, which has been proven to be substandard compared to a more multi-step approach. The difference in cognitive load and general friction between the two approaches is significant. During my redesigns, I addressed the following:

• Reduced the contrast tug-of-war by adjusting color tones, size and colors of typefaces, input fields, etc.

• Reworked the header slightly and included the help number.

• Tried two different simple progress trackers.

• Repositioned the “Continue” button so it’s in a more intuitive location.

• Removed the selector for SSN/ITIN - functionality has been around for quite a while now that removes the need to select which one you’re inputting, allowing the user to enter which one works for them in one less step.

• Changed select menus with only two options to radio button selections, per UX best practices.

• Restructured the Security Code section to make it easier to both scan and complete.

• Moved the Employment Information section up with the rest of the customer information.