The Process
Embracing a user-centred design approach
S T E P 0 1. U N D E R S T A N D
Grounding the problem in user context
Interviews
We conducted 8 in-depth interviews with credit union wealth advisors to understand their day-to-day workflows, goals, and pain points with the existing platform, helping frame the problem space around real advisor needs.
Workshops
Based on the interview learnings, we facilitated 3 co-design workshops with advisors to co-create solutions, synthesize research insights, and define opportunity areas that informed the redesign of core advisor workflows.
Distilling interview insights into user needs and opportunities
Overarching themes from advisor interviews.
Before we designed, we listened…
Understanding the reality of advisors’ day-to-day workflows.
S T E P 0 2. I D E A T E
Reimagining a streamlined workflow
SHAPING SOLUTIONS
Focusing on what matters most for advisors.
Through advisor interviews and co-design workshops, we identified two high-impact areas to prioritize: Document Management and Client Management.
For document management, we streamlined the end-to-end flow to reduce manual effort in compiling and uploading documents.
For client management, advisors expressed frustration with tracking interactions across multiple systems, leading to fragmented workflows. We designed a centralized workflow that brings all client data into one place - enabling advisors to track interactions more easily, manage large volumes of data at scale, and deliver more personalized service.
S T E P S 0 3 & 0 4. P R O T O T Y P E & I T E R A T E
Initial Concepts
By working in low and mid-fidelity, we were able to quickly test assumptions with stakeholders and refine the experience before committing to detailed design execution.
The Final Product
High-fidelity designs brought the validated workflows to life, creating a cohesive, end-to-end and production-ready advisor experience.
Centralized Document Management.
Status Tracking Made Transparent.
