The Enterprise UX Team will build a native mobile application that will help consolidate new and existing 401k accounts. The app will educate, and provide relevant content, news and alerts based on the customers profile information. This companion app will support the customer by providing guidance throughout their life time.
Project Discovery | Stakeholder Interviews | User Research | White board/Ideation sessions | Rapid Prototyping | Usability Testing | Interaction Design | UI Design
UX Lead | UX Researchers x2 | Tech Writer | Analytics Manager |
Tools & Technology
Slack | Mobile Sketch Template | Pop App | usertesting.com | Invision | Pixate | Sketch | Reflector App | Snagit Screen Recorder
Stakeholder & Customer Interviews
Lead research efforts and co-ordinated all stakeholder and customer interviews during the early phases of the project. We partnered with an external moderator to lead the sessions whilst we observed the participants to learn both how this will impact the company and current pain points that users run into.
What we learned
CX Team Visit
Myself, the UX team set up a slack group to work closerwits the customer care team and key stakeholders. This enabled us to share artifacts and knowledge with one another and to gather immediate feedback as shown in this image
Pain Points Identified
Overwhelmed by product information | It takes too long to get a quote for coverage | They have way-ﬁnding issues | They don’t have a mobile experience | Content is very ﬁnance minded | They struggle to contact the right person | Digging the site for guidance
They have issues with logging in to the right account | They have multiple logins for each product | They don’t have a simple snapshot of their product info | They have to login on Desktop to see information | They want advice and updates for their products