How to improve the customer facing experience for the world’s largest asset managers
The aim was an improved service, at the customer meeting level, by providing internal web services such as customer on-boarding, account set-up and tailored investment advice during a face-to-face customer meeting.
Customer Experts or Customer Experts Executives (CE’s/CEEs) will be able to add and manage My Customers, My Investments and My Quotes links through the web application and the corporate iPad Pro App.
A richer experience in front of your clients
Users will be able to quickly and easily navigate to the services in-front of the customers from the iPad.
Drilling down on requirements
In preparation account numbers are associated with a meeting. The user-flow then allows for syncing this data between the web app and iPad so that meetings are always up-to-date.
Users can then access tailored Investment Strategies and bespoke Quote values, through a secure browser and then navigate back to their cleint presentation at the same position from where they left. Following banking confidentially policy, when an account numbers are deleted from the meeting, all associated links are removed too.
Developing a concept
Branding played a big role in all three service implementations
Occupying the space as both creative UX and design-driven UI has its benefits. Here my client was looking for the full end-to-end solution for one of the internal customer-focussed web experiences; My Clients
The team needed a brand, an icon that packaged up the five pillars of this tailor-made experience;
- Accounts
- Credit
- Digital
- Tax
- Benefits
Iteration and the ‘Safe Link’ concept
Scalability and avoiding wasted effort were common practices within this well-oiled team. Inefficiencies raised through Technical Planning early on, coupled with transparency of future projects allowed me to iterate on my first solution.
Limited on-Screen real Estate
On-screen real estate was at its limit with an already crowded four-tab interface. Introducing a fifth and sixth (and following more investigation what would be seventh) repository would be problematic, especially in one of the more ‘lengthier’ languages the application was available in.
How that works on touch devices
Scalability across platforms
Following further iterations an alternative paradigm was generated. A ‘Safe Links’ tab to accommodate these future services was replicated across the iPad to build consistency and reduce cognitive load.
Launching My Clients, My Investments and My Quotes in a meeting
The second part of the process is adding a link, from the ‘Safe Link’ category tab. Here we can see the iPad user-flow and how the split screen paradigm is implemented
From 8% to 56% in 18 months
Contributing to success
The financial organisation is present in more than 40 countries with approximately 190 offices. Over half of all Customer Meeting App meetings are in it’s principal country domain and delivered on the iPad.
Usage has grown phenomenally from 8% to 56% worldwide in the last 1.5 years. This equates to approximately 100,000 meetings prepared and delivered via the application in 2019 over an 8,000+ active user base.
Internal quarterley townhall
The integration of these valuable web services went a long way to contributing to this success.
Get in touch
This is but part of a selection of design articles Spindlelegs generated for the creative community out there. Please contact us further to discuss if your brand really wants to benefit from this new immersive experience here: [email protected] If something has peaked your interest. Please leave a comment below.