This digital experience covers a few touchpoints within a financial service design experience.

*This project has been white-labeled for portfolio purposes with an agreement with the client and the employer.

Primary Responsibilities
UI Design

Supporting Responsibilities
UX design
UX Copywriting
Ethnographic Research
Usability/UX Testing
Research Synthesis

Wiser with Money

Learning about insurance can be an intimidating process, especially when it’s complicated by trust issues between customers and employees. It’s an important insight we’ve learned from our users.

During my time at Doblin, I worked alongside a team of service designers, digital designers, strategists, and researchers to develop a new business offering for a Fortune 300 financial services organization.

Here is a limited overview of the service design

ObjectiveAs a part of this offering, we designed an experience that helps customers work with financial experts to better understand their financial foundations and to become wiser with their money.

The Co-browsing Experience

This co-browsing experience was designed to facilitate a conversation about financial wellness. Within this setting, the employee hands the tablet to the customer, empowering the customer to go through the experience at their own pace.

For this phase of the project, I supported the lead digital designer on the team with refining the user interface and with UX copywriting. 

UI Constraints
+ Bilingual
+ Tablet Optimized
+ Friendly for users age 55+

My responsibilities
+ High fidelity protoyping (for the in-market test)
+ Refining the UI
+ Creating web-style guide for developers
+ Assisting with UX copywriting.

Overall Design Requirements

The co-browsing experience must empower the customer and give them a sense of control. 

The digital experience should give meaningful and customizable insurance product recommendations. 

Conversational + Bilingual
The design should feel conversational and guided, allowing for points of discussion between the customer and the employee.

Prototyping for in-market test

In preparation for this in-market test, I supported the lead digital designer of the project in creating a clickable prototype of the co-browsing experience (using Axure) that could capture user-inputs and make insurance product recommendations. 

What about the employee needs?

Contacting customers and scheduling appointments was the most important requirement for employees. Because we were preparing for an in-market test, we decided to leverage all the existing technologies that currently exist: iPads equipped with Google Voice, for contacting customers and Calendly, a web app for scheduling appointments. The same iPads would be used later on for the co-browsing experience. For the pilot, we had two employees who would be scheduling meetings with customers.

Too many appointment types!

We have two different employees for this test, who need to schedule separate co-browsing experiences. In addition to this, they need to be able to schedule a follow-up appointment after the co-browsing experience. Calendly is robust enough to handle all of this, but navigating Calendly’s interface with an iPad within a limited time frame is too confusing and will likely lead to employee confusion.

9 meeting types! Originally I was going to have the employees use this sheet,
but that’s too complicated.

*Names have been changed.

Make something we can actually use.

An employee dashboard that embeds the calendly scheduling functionality into the prototype. It is specific to the employee, who is using the iPad. By creating this dashboard, we were able to make navigation to the calendar appointments easier for our employees. 

It’s a quick and scrappy, but effective solution for our employees.

Insights from our test.

After conducting our two week test, we had plenty of insights about our customers, employees, various touchpoints, and on the overall service as a whole. I’m more than glad to share what we learned over an interview.