The problem
When a Bank of Ireland customer goes through the document upload section for the mortgage application journey and errors are generated, the messaging was confusing and didn't offer solutions on how to fix the particular issue.
Solution
Engage the development team, do an end-to-end sweep of the back end to find all the error messages, do an analysis of each and rework the copy to improve where possible.
How I helped
I worked with our Researcher to group message types. We did an analysis and agreed which were quick fixes and which error messages would require more hand-holding for a customer. I reworked the existing copy and we set up user testing sessions to get feedback.
