Case Study / Harland Clarke / 2014
Harland Clarke Check Personalization UX.
A check personalization redesign focused on reducing dropoff, preventing costly data-entry errors, and helping customers approve financial products with more confidence.
While working for Harland Clarke, I redesigned a check personalization flow used by customers ordering financial products online.
The experience had two major challenges: the MICR number sequence was long and difficult to understand, and presenting every personalization option at once created decision paralysis.
The redesign broke high-risk account data into clearer chunks, moved users through personalization in smaller task groups, and used proofing moments to prevent mistakes before purchase.
- User Interviews
- Call Center/VOC Data
- A/B Testing
- Google Analytics
- Revenue Tracking
- Error Analysis
01 · Forms
MICR line redesign.
Testing showed that although users often used checks, the MICR line was difficult to understand. There was no clear delineation of routing number, account number, and starting check number.
To reduce errors, I changed the format from one continuous string into a visual guide that grouped number sequences by type. This reduced cognitive load and helped decrease errors and reprints.
- Grouped routing/account/check numbers
- Visual MICR guide
- Contextual validation
- Reduced reprints
02 · Personalization
Tabbed task structure.
Personalization tasks were placed into tabs so users could move between functional areas without seeing everything at once. The relevant section of the check was highlighted as users made changes.
Address verification against the USPS database helped users correct errors before previewing, while optional font and logo upsells added personalization value without interrupting core completion.
03 · Checkout
Preview, approval, and cross-sell.
A digital proof helped users verify their check before purchase, reducing reprints. The in-plant rush upsell performed best when presented at proof approval; when moved later into checkout, users did not select it.
An interstitial cross-sell modal appeared after approval and add-to-cart, allowing users to add related products without leaving the checkout funnel.
Insight 01
Show the proof before commitment.
A visible preview gave users confidence before approving personalized financial products.
Insight 02
Place upsells where they make sense.
The rush option converted when tied to approval, not when buried later in checkout.
Outcomes
What changed.
for the flow
at peak
reprints
entry model