Signing up new customers for wealth management and investment services can be complicated and frustrating.  We wanted to make onboarding faster, reduce errors and improve customer satisfaction.

We created a new product where the wealth/investment manager could sit with the customer and take them, step-by-step through the sign-up process, letting the customer enter much of the required information.

As the Lead UX designer, I implemented the new visual style, wireframes, mockups and prototypes.  As well as helping the Business Analysts consolidate their research, and together we developed the user journeys and conducted user testing.

Context

Contemi Wealth produces software for the wealth management and financial services sector.

Process

We analysed the sign-up and KYC (Know Your Customer) processes for five key wealth management companies using our existing products

We identified four critical scenarios and developed user journeys for each one

During this analysis, we developed a workflows component that allows the company to configure the process to match the sign-up process to the products offered

We realised by using a hub and spoke framework we could reduce user anxiety and increase their engagement

Creating an environment where the investment manager and the customer can switch between who enters data, we were able to shorten the time of sign up and reduce errors

In brainstorming, We defined our primary goals of reducing errors and improving user satisfaction, with both investment managers and end investors

I sketched out the overarching process and created wireframes for key sections for internal testing

From testing feedback, I produced mockups for broader testing and client approval. Which generate much excitement among the customers

Reflection

A group of select customers saw the project's designs and development, resulting in a 100% take-up of the module before launch.

In this Business-to-business market, often the least considered person is the end-user. This project demonstrated that putting their needs and experience first creates a better product for all.

This project has made the shortlist in the 'Onboarding' solution category, of the WealthBriefing European Awards 2020, designed to recognise companies, teams and individuals which the prestigious panel of judges deemed to have 'demonstrated innovation and excellence during 2020'.