UBS -Advisor Experience 

Role: UX lead

Team: 7 UX/UI Designers

Timeframe: 6 mo

Overview:

Following the success of the client-facing mobile and web product designs, UBS re-engaged us to help re-think the Advisor experience.

Challenge:

Create a ‘Discovery’ experience for the Advisor team to help develop and deepen the relationship with their clients.

Outcome:

An all-in-one, simplified view of the whole client picture where the Advisor can quickly locate the information she needs as well as prepare for a meeting.

At-a-glance view of relationship

'Add-to-cart’ experience for adding meeting topics

Ability to review all notes and events in one place

Process

• Interview with 20 Advisors and CSAs to understand their goals, workflow and problems

  • We had an initial set of Advisor and CSA journeys but realized that it didn’t provide a clear problem statement and details needed to be able to execute within a short period of time.

  • We formed a few hypotheses upon completion of our interviews:

    • Although advisors say that they all perform in different ways, there were some recognizable patterns in the topics of their conversations and how they like to view their client’s information.

    • Being able to quickly recall client information when answering their phone call was the most common & immediate need from the new tool

    • They want the new discovery tool to let them know what they don’t know and help them recognize patterns, rather than a static data storage tool.

• Understanding the overarching advisor experience ecosystem

  • We initially received 2 legacy screens to ‘consolidate’, however upon further conversations with the client, we realized that this is a small piece of a larger advisor ecosystem that we had no insight into.

  • I created a sitemap to understand the dependencies across various tools and who the key players are.

• Identifying existing key functionalities

  • There was no formalized documentation around what was existing that needed to be redesigned & created from scratch.

  • I held in-depth working sessions to gather requirements around existing features, as well as began concepting around the identified needs from our research.

• Initial ideation

Planning

• Project planning by prioritizing major components

Iterations

Results

• We were under extreme time crunch, but we were able to successfully deliver the MVP of the new and improved Discovery experience for the advisors.

• Clients were incredibly satisfied by our delivery and we renewed and broadened our contract to cover more of the Advisor expriences.