Our team of designers, project managers, and business analysts conducted research to identify growth areas for a wealth management bank's digital offerings for high and ultra-high net worth individuals. We recommended an overhaul of the bank's user portal to provide a personalized and interactive experience. We designed wireframes, storyboards, and a high-fidelity prototype to illustrate our recommendations, resulting in over 10 potential opportunities for improvement and a clear vision to move forward.

My Role

My role in the project was to conduct competitive analysis, interview financial advisors, and design artifacts such as a customer and advisor experience map, wireframes, and a high-fidelity prototype of the proposed solution. I aimed to determine what high net and ultra-high net worth individuals find helpful, what helps them trust a new advisor, and if a digital platform can enable higher conversion rates for an established business. My designed solution was guided by the question: What does a prospect want, and why do they want it?

Problem

They prides themselves with being the go-to wealth management bank for high and ultra-high net worth individuals. However, their process for attaining new clients is a very manual and word-of-mouth process. Their digital offerings lack in comparison to other institutions, and there is a lack of understanding of prospect satisfaction and conversion.

Solution

Our proposed solution involved overhauling the existing client experience by creating personalized welcome pages for prospects, allowing users to share information about their goals and progress, and enabling a more interactive experience. Our team also identified over 10 potential opportunities for improvements and 180+ pain points to address, and delivered a clear vision to move forward, including a vignette storyboard, a service map, and high-fidelity mockups of the proposed solution. The proposed ideas were well received by financial advisors, who remarked that the solution was lightyears ahead of what they currently had.

Conclusion

Our team of designers, project managers, and business analysts worked together to identify opportunities for improving a wealth management bank's digital offerings. Through competitive analysis and stakeholder interviews, our team identified pain points and developed a clear vision for moving forward. The designed solution was guided by a central question focused on the prospect's needs and desires. By delivering a variety of artifacts, we were able to provide the bank with a clear path towards overhauling their digital platform. The positive feedback from financial advisors shows the success of the team's work and their ability to provide innovative solutions to complex problems.

Tools Used:

• Figma
• Miro
• Powerpoint