Fitness
SugarWod
How might we reimagine an existing fitness application to provide an experience around minimal equipment, investment, and time?
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Financial Services
Managed Solutions
How might we simplify complex capabilities across multiple experiences to create a more efficient workflow for associates to deepen and broaden client relationships?
Timeline
3-months
My role
Senior UX Designer
Deliverables
User journey map, user personas, wireframes and prototypes
Overview
Due to the secure nature of financial services and security to protect our clients, I have signed a non-disclosure agreement and will not disclose business details publicly. Instead, I'll share some high-level key contributions with our cross-functional teams and overall lessons learned.
Problem
Outcome
50+ web and desktop tools to navigate
A lack of cohesion across various tools for advisors has created a complex and challenging ecosystem to navigate.
Context sharing
Enabled client authentication to be shared across systems to reduce total number of tools by starting to sync data across platforms.
Legacy platforms are costly to maintain
The lack of integration across applications creates confusion, inefficiency, and manual errors.
Consolidated 25+ tools
Simplified complex capabilities across multiple experiences to create a more efficient workflow for associates, enabling them to deepen and broaden client relationships.
Approach
As a designer working on an associate facing platform, I needed to work alongside another designer and allocate time across supporting 8 product squads, so that we can incrementally deliver and implement while defining our product strategy.
Throughout 2-weeks, another designer and I partnered with our Client Business Solutions (CSB) to recruit 15 associate participants. Five associates from our three lines of business were engaged to validate our proposed Information Architecture (IA).
Methodology
We decided to moderate a usability test to learn how our proposed navigation can scale to support our evolving user groups and their needs. By validating our IA, we measured the effectiveness of our proposed sitemap before starting development, which can cost more to update if we develop without any user feedback.
Throughout 2-weeks, another designer and I partnered with our Client Business Solutions (CSB) to recruit 15 associate participants. Five associates from our three lines of business were engaged to validate our proposed Information Architecture (IA).
Key findings
- Overall, users responded very well to the simplified navigation, describing it as Simplified or Easy to use.
- All back-office participants strongly favored direct access to specific workflow tools/features (initiating out of client context) when they needed them.
- All participants saw value in a functional home page highlighting their next best area of focus.
- The majority of the participants thought the overall experience was simple and easy to navigate.
- Most participants would expect to see customized information related to them and their role on the home page, especially high-risk items that need their attention.
Recommendations
- Refines roles and responsibilities to ensure proper permissions and access across platform.
- Continue to expand data sourcing with various APIs to reduce needing to gather client information gathered in other tools.
- Conduct a deeper analysis into information architecture as more products are consolidated in AdviceHub.
- Ensure complex data tables are accessible, especially tables with interaction like forms and advanced filtering.
- Define preliminary sentiment and task completion metrics to quantify and qualify user experience.
User Flow
Constraints
Description FPO
Critical
Our platform stability dominated team velocity.
Our team prioritized enhancements and defects based on our users’ ability to complete tasks. Visual styles for spacing, color, and placement informed our backlog prioritization to address when our platform is more stable.
Risk
Components not available in design system.
Our team explored, ideated, and developed new design solutions by partnering closely with our design system and accessibility teams to inform guidelines and requirements for previously unavailable components.
Ideation
Description FPO
User filtering
We explored a variety of options to filter associates by role to consolidate client books to review to prioritize near or overdue actions.
Summary data
We narrowed primary datasets from mainframe legacy UIs to streamline finding information without needing to open desktop applications.Features
Description FPO
Personalized worklist
We delivered the ability for users to create and save preferences on client books with actions.
Enhanced user alerts
We implemented automated events for new or updated work items.
UI enhancements
We updated our design system to the latest version to align with our enterprise design strategy.
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Impact
Background FPO
2,800+ work items
Processed in 20211000 new users
80% increase from 20202100+ days of wait time
Reduced as a result consolidated systemsTakeaways
Background FPO
Lessons learned
- Partner closely with our scrum master to help influence and shape design as part of our product development lifecycle.
- Reduce jargon by understanding terminology being used and partnering with content strategy to enhance for users.
- Leverage existing UX resources to help educate and influence stakeholders on accessibility and complex patterns like multi-select and bulk edit operations.
Some potential next steps
- Ease-of-use metrics to measure effectiveness, efficiency, and satisfaction.
- Continue to iterate on detailed design based on user testing insights.
- Partner with architects to create even more component and API integrations to support modular reusability across the firm.
More work
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