Annual Investment Checkups
Product Design @ WealthBar
The Problem
Our mandatory annual checkups were being done manually, leading to wasted staff time and a poor response rate from clients.
The Solution
Automate the process as much as possible to enable clients to self-serve, increase response rate, and save staff time.
Analysis
Collaborating with the team to create a service blueprint was critical in understanding the current process and its gaps – for both clients and staff.
Below are the service blueprints I created in collaboration with stakeholders, the project team, and staff conducting the checkups.
This led to the final user flow:
Usability Testing
I ran a few usability tests, which identified points of confusion leading to revisions to improve the design.
Revisions:
Revise “opt-in” wording
Set up expectations at the beginning: “it only takes a few minutes” / “simply answer a couple of questions”
Mention email option before phone, not vice versa
Link users to different sections or improve profile navigation
Findings:
“Opt-in” makes the checkup sound non-essential
Users were thinking, “I hope this doesn’t take too long”
2/3 users said they would probably ignore the email
All users weren’t interested in a phone call
Ending the workflow in the client profile was confusing, especially on mobile
