American Funds – Account Summary
At a financial investment company I was tasked with the redesign of the UI for the Investor Portfolio Management. I started with looking at the logs from the call center and feedback from our online help. My team was composed by me as the UXiD, a visual designer, a copywriter, one front end developer and 2 backend developers.
UI Analysis & Analytics
We formulated basic user stories and then I looked at the analytics in order to understand where users fall off the paths established in our user stories. With this information, I was able to analyze the design and made notes of usability, scalability issues that were preventing our user from accomplishing a task.
Design Proposal
I created new wireframes based on the findings and validated every user story against my designs. I did research on each feature and figure out if the complexity needed to be exposed depending on each user story and persona, and I finally was able to come up with a proposal that would fit both, expert and regular user.
User Testing
I tested the designs with both, Advisers and regular customers at our usability lab in Seattle, WA. Designs were well received and our test results helped me refine a few UI elements that were not discovered by the user.
With this findings and revisions to the UI I presented to the new user interface to stakeholders and the project was approved for development and release.
Results
My proposed design reduced the number of calls to the customer service line by a huge percentage. New calls were made by customers, but questions were more centered around transactions themselves.
