Included and excluded account states
- Problem
- Clients couldn't tell what their financial totals actually included. The same idea was labeled inconsistently everywhere, and one setting quietly changed calculations no one could see.
- What I did
- Mapped every inclusion and exclusion state across the experience, turned it into a decision flowchart, and proposed two solution paths with example UX writing.
- What changed
- The team adopted a hybrid approach built on "hiding complexity." Some fixes have shipped; others are in development.
1 → 4
one toggle, four hidden calculations
Ask me about: why "excluded" is a state, not a category