Business SituationThis global leader in credit information and information management services strives to help enterprises better manage risk and customer relationships. One particular solution—a tenant-screening tool—was designed to facilitate relationships between landlords and prospective renters. For landlords, the tool provides comprehensive credit and background checks; for tenants, it offers data privacy and online identity verification. For both, the tool delivers improved safety and security.
Yet this financial company’s tool had design limitations that were negatively impacting customers including a non-intuitive and complex user experience, limited browser support, and processes required manual IT intervention.