{"id":6976,"date":"2026-07-26T11:33:13","date_gmt":"2026-07-26T11:33:13","guid":{"rendered":"https:\/\/www.solutionstreet.com\/blog\/?p=6976"},"modified":"2026-07-26T11:33:14","modified_gmt":"2026-07-26T11:33:14","slug":"usability-a-quick-tour-through-25-systems","status":"publish","type":"post","link":"https:\/\/www.solutionstreet.com\/blog\/2026\/07\/26\/usability-a-quick-tour-through-25-systems\/","title":{"rendered":"Usability: A Quick Tour Through 25 Systems"},"content":{"rendered":"<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"747\" height=\"402\" src=\"https:\/\/www.solutionstreet.com\/blog\/wp-content\/uploads\/2026\/07\/usability-title-1.png\" alt=\"\" class=\"wp-image-6990\" style=\"aspect-ratio:1.8582703331394865;width:677px;height:auto\" srcset=\"https:\/\/www.solutionstreet.com\/blog\/wp-content\/uploads\/2026\/07\/usability-title-1.png 747w, https:\/\/www.solutionstreet.com\/blog\/wp-content\/uploads\/2026\/07\/usability-title-1-300x161.png 300w\" sizes=\"auto, (max-width: 747px) 100vw, 747px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">Last Friday afternoon, I received that call that no one wants &#8211; from the fraud department at my bank. They called to inform me that someone had hijacked one of my checks in the mail, doctored it up and deposited it at another bank. Kudos to both the other bank and mine for being on top of it. My $50 check to charity had turned into a $3,500 check to the bad guys. Given this, I had to close my account and open a new one with a new account number. This particular bank account is the one I use as the hub to connect everything. I pay all my bills via ACH, and use this one as the conduit to move money wherever it needs to go.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">So yesterday I had the displeasure of having to go through and use 25 distinct systems to update my ACH banking information. It is amazing to me how such an easy task of adding routing and bank account number information on a site can be so different across so many different systems. I wonder how much time many of these companies\/organizations put into usability?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In going through these 25 systems, I would classify them into four usability buckets: Very Good; Good; Passable; and Terrible. None of them would be what I would consider \u201cExcellent.\u201d Let me go through with you what I witnessed as a user.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Very<strong> <\/strong>Good<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The best systems made it easy to find where to go &#8211; there were clear menus to update your external accounts and\/or auto pay details. The best of these let me <em>edit<\/em> an auto pay (vs. create and delete) through a simple credential verification that leveraged a third party service. There was a simple dialog to pick an account and link it, and the best of these took under 15 seconds total. In addition to being easy and quick to get the job done, they also sent me notifications to my preferred option (email or text) that this happened to ensure it was securely done by me. I would say about five of the 25 were in this category and most of them were newer brokerages and online banks.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Good<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The systems that were &#8220;good&#8221; were reasonably easy to use &#8211; it was just harder to find where to do the actual editing\/adding\/removing of external accounts. Often, I needed to use AI to get hints of where to get the job done. In some cases I had to pretend to do a transfer in order to find the place to make the changes, while in other places I could find it easily, but the actual process of going through and linking the account was more cumbersome and difficult.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Passable<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The \u201cpassable\u201d level of app usability was in a system where I typically make regular, monthly automatic ACH payments; for this type of system, I was required to add a new payment, then delete the original payment account. When I did this it canceled the auto pay setup! I wonder if this was on purpose so they could collect some extra interest that month? The one that did this was a large credit card company &#8211; one you have all heard of. I am guessing the extra interest and fees outweighs the angry customers from the bad experience?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Terrible<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The bottom layer of systems only had manual entry of account and routing number (ABA) and no way to confirm that they actually worked! I&#8217;m hoping that I&#8217;ll hear something in a day or two or perhaps it will wait for the first opportunity to fail and then let me know? Even worse, some of the terrible systems seem to be government-regulated monopolies such as power companies, water companies and gas companies where they don&#8217;t allow you to paste your ABA or account number &#8211; you have to manually type out these long strings of numbers! I&#8217;m sure they thought this was secure at the time but it&#8217;s a real pain given the size of these numbers and the opportunity to make a mistake.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">3rd<strong> <\/strong>Party<strong> <\/strong>Service<strong> <\/strong>Providers<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">On a side note, I found that pretty much all of the systems used one of three external providers to gather the connectivity information: <a href=\"https:\/\/www.mx.com\/\" target=\"blank\">MX<\/a>, <a href=\"https:\/\/plaid.com\/\" target=\"blank\">Plaid<\/a>, and <a href=\"https:\/\/www.yodlee.com\/\" target=\"blank\">Yodlee<\/a>. You have probably interacted with one of these if you use any kind of aggregator service. They all did the job pretty well, but of the three, Plaid seemed the most user friendly, albeit a little confusing as in some cases they asked for my mobile number. Yodlee was consistent and a reasonably close second, while MX seemed a little slower and less usable as the icons for my bank didn&#8217;t match the correct icons. On three of the platforms where I used these providers, the update failed for no particular reason. Upon retry, they worked.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Can<strong> <\/strong>We Get<strong> <\/strong>to<strong> <\/strong>Excellence?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">It was a really painful experience having to go through 25 distinct systems but it was a refreshing opportunity for me to think about usability and how such a simple thing can have such a variety of &#8211; often difficult &#8211; experiences.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">People worry about Artificial Intelligence (AI) taking away software engineering jobs, but I wonder if AI could be leveraged to make all these systems better. Imagine when logging in, you are presented with a chat window that says, &#8220;How can I help you today?&#8221; and you reply, &#8220;Can you update my external ACH account number from XXXX to YYYY?&#8221; The System does all the work and confirms when it is done. Even better: How about my own agent that is trusted with my credentials and reaches out to all these systems to make the request on my behalf?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At Solution Street we are experts at leveraging AI inside your systems to make them great. If you need our help, just send me a message!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last Friday afternoon, I received that call that no one wants &#8211; from the fraud department at my bank. They called to inform me that someone had hijacked one of my checks in the mail, doctored it up and deposited it at another bank. Kudos to both the other bank and mine for being on [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-6976","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Usability: A Quick Tour Through 25 Systems - Solution Street Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.solutionstreet.com\/blog\/2026\/07\/26\/usability-a-quick-tour-through-25-systems\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Usability: A Quick Tour Through 25 Systems - Solution Street Blog\" \/>\n<meta property=\"og:description\" content=\"Last Friday afternoon, I received that call that no one wants &#8211; from the fraud department at my bank. 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