YNAB Case Study
How YNAB shows instead of tells
How YNAB's support team uses Zight to explain budgets clearly while keeping sensitive data passcode-protected.
Key Success Outcomes
Where YNAB saw the most impact
The Challenge
YNAB's Customer Support team focuses on reducing time-to-resolution and customer friction. The challenge was showing customers exactly what they were seeing on their own screen — white-glove service without spending more time to do it.
"Zight is one of my most important tools in the support queue."
Matthew Amster-Burton — Support Specialist, YNAB
The Zight Solution
The support team records a short narrated screen recording from inside the customer's own budget to explain what's happening, and uses annotated screenshots — arrows and rectangles — to point out specific details instead of writing it out. Every shared recording is passcode-protected, since YNAB handles sensitive financial data.
The Results
Annotated screenshots and recordings sped up information sharing and cut misunderstandings on both sides. Zight added a personalized passcode to every shared file, satisfying YNAB’s security requirement for handling customer financial data.
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