Development of FinTech feature that streamlined client management process
Overview
Project Phases
Design Thinking
EMPHASIZE
Impact
Overcame assumptions and understood planning scenarios that led to frustrations
Insights
The client onboarding process is time-consuming and manual
Onboarding is also crucial to build relationships and ensure plans are built on accurate data
Onboarding is a very complex process, so this would be a tough place to start
Yearly plan updates are as problematic as onboarding but lack the relationship-building and complexity
Methodology
Focused team on two user tasks with the highest opportunity scores to ensure we were solving a potent problem.
Involved the rest of the team in hearing users’ biggest issues to understand the scope of the opportunity
Empathy mapping & research reviews via Zoom & Miro
Team of 30 from design, development, marketing, and product
DEFINE
Impact
Gained focus on the right problem and got buy-in from all stakeholders
Insights
Focus on yearly plan reviews
Team needed a problem that could be solved within 6 months
Problem statement:
How can we help advisors spend less time reviewing yearly plans to give them more time to provide value to clients?
Methodology
Organized the team activities and facilitated the workshop to determine what the most addressable problem to solve is
Workshop & affinity mapping via Zoom & Miro
Team of 30 from design, development, marketing, and product
PROTOTYPE
Impact
Developed innovative concept to address all user issues and internal constraints
Insights
Earlier customer cooperative design session produced a rough way to give scores to a plan
A scorecard of an individual’s main financial topics can update an advisor without needing to do a full plan analysis
The data team could put together a scorecard within three months
Methodology
Facilitated three rounds of designing and testing of concepts to move from written statements to a working prototype
n = 7, unmoderated tests via UserTesting
Beta Testing
Caught flaw in the design before launch- the scorecard wasn’t actionable enough to use with real client data
The scorecard was a step in the right direction, but it needed actionable data to be useful with real clients
Methodology
Coordinated testing and gathered feedback from 15 advisors over 3 months when participants completed specific tasks with the scorecard feature, shared feedback with interviews, and responded to usage surveys
Pivot to Dashboard
Leveraged insights from Data Product and Customer Steering Committee to pivot to a quick win & increased feature adoption
Discovered an opportunity to pair the scorecard with a complimentary feature from the Data Product team to enhance both
Guided the development of the scorecard dashboard concept and tested it with the Customer Steering Committee of 10 largest clients
Results
The positive feedback allowed the feature to be further developed with continued input from the committee.
Advisors and management teams could now save hours prepping for client update meetings as well as identifying clients with immediate needs
