Industry
Personal Finance
Company
YNAB
Reimagining YNAB's User Status Report
How a Ground-Up Rebuild Helped Reduce Support Resolution Time by 30-40% and Eliminated 60% of Training Documentation
The Problem
When support reps can't confidently troubleshoot customers' personal financial data with their existing tools, inefficiencies compound into serious business problems and bigger trust issues.
When our users connect their bank accounts via third-party integrations, things occasionally go sideways. That's when they reach out to our support team, who relied on a clunky tool called the User Status Report (USR) to diagnose issues.
The original USR wasn't just underwhelming, it was actively working against our support team.
The Solution
When support reps can't confidently troubleshoot customers' personal financial data with their existing tools, inefficiencies compound into serious business problems and bigger trust issues.
When our users connect their bank accounts via third-party integrations, things occasionally go sideways. That's when they reach out to our support team, who relied on a clunky tool called the User Status Report (USR) to diagnose issues.
The original USR wasn't just underwhelming, it was actively working against our support team.
When support reps can't confidently troubleshoot customers' personal financial data with their existing tools, inefficiencies compound into serious business problems and bigger trust issues.
When our users connect their bank accounts via third-party integrations, things occasionally go sideways. That's when they reach out to our support team, who relied on a clunky tool called the User Status Report (USR) to diagnose issues.
The original USR wasn't just underwhelming, it was actively working against our support team.
