One of the world’s largest asset managers faced significant challenges with an outdated client-servicing platform. The legacy system required back-office and frontline customer service employees to navigate numerous disparate systems, resulting in a confusing and inefficient experience. This complexity hindered employee onboarding, reduced productivity, and negatively impacted customer satisfaction.
As Design Director at EY, I helped spearhead a cross-disciplinary team to reimagine the client-servicing platform. We conducted extensive user research, design thinking workshops, and service blueprinting sessions to understand the key pain points of the existing system. Our goal was to develop a comprehensive design strategy and multi-year vision that prioritized user-centered design.
+ UX Research
+ Service Design
+ UX/UI Design
+ Prototyping
Through our collaborative efforts, we untangled the complex array of tools and back-end data sources that had evolved over decades of homegrown and enterprise implementations. We created a tangible vision for the future state of the platform, supported by compelling visual concepts and narratives that brought the vision to life. Our design strategy and multi-phase roadmap outlined a personalized, intuitive digital experience to empower agents with real-time data, efficient workflows, and contextual resources.
Our strategic vision and actionable plan convinced executive stakeholders of the initiative’s value, securing internal funding for its implementation. This investment in UX design laid the groundwork for a more efficient, effective, and customer-centric organization. By equipping customer service agents with a streamlined platform and enhancing the digital experience, the organization is well-positioned to drive growth, improve operational efficiency, and boost customer satisfaction.