This Fortune 500 Financial Company is one of the largest and oldest financial institutions in the United States and it caters it’s services to corporations, institutional investors, and ultra high net worth individuals. As part of their in house product team, I served as the lead designer on a delivery team that owned the Documents, Settings & Contact Us experiences.
Uncovered an opportunity and led the feature redesign for paperless documents enrollment that would solve user frustration, increase adoption and save the business six-figure annually.
But I uncovered a bigger opportunity for a redesign that would not only enhance the experience for frustrated users but ultimately influence and expedite a business KPI to save six-figures in printing costs by increasing user enrollment and adoption of e-delivery.
"Am I paperless or not? I think I set to go paperless but not sure. Very confusing compared to other sites."
"How do you I get you to stop sending me transaction reports by snail mail? I only want to receive my quarterly reports by snail mail."
"Trying to go paperless for all of my accounts, including my investment account ending in x1234, to no avail."
This led to lots of great opportunities on UX education and collaboration but ultimately enabled us to innovate a double pronged solution by designing a one-click enrollment modal we could deploy anywhere on the site to capture more user adoption.
The final designs that shipped to development consisted of three flows that worked together to satisfy the user, product and business goals.
Before I left the engagement, the below were in progress in next steps to ensure it’s success.