Client Service Center
Building a digital platform to improve an analog for users needing to create and maintain retirement plans for Capital Group.
I lead the design process with a focus on solving issues around clarity, communication and confidence for their users.
Role
Duties
Lead UX/UI Designer
Workshop Facilitator
Design Sprints
User Journeys
Wireframing
Prototyping
User Testing
I interviewed users to kick off this project and found the following common issues:
Lack of clarity of which form and where to find it to best resolve their needs.
No guidance for filling out the forms and what information is necessary.
Users had to print, fill out, scan and email forms to deliver forms.
Associates manually filled out forms data on a legacy system, leading to human errors.
No confirmation of a successful change to the user's plan.
Focusing on the issues above, we ran a series of Design Sprints to ideate, sketch and test our ideas before bringing them to users for feedback.
Homepage design includes a CTA as well as cards for navigation.
Illustrations and simplified copy to reduce the convoluted business language.
The form was designed as a guided experience, which was flexible enough to be able to handle the 40 different types of forms.
The simplified copy helped the users understand what exactly they were filling out.
The progress tracker helped the user see exactly how long the form was and the continue button let them know what to expect next.
Conclusions and takeaways
Simplifying copy and using illustrations help alleviate the business terminology
Creating a flexible guided form that could be used across the 40+ forms
Categorizing and adding a search helped increase visibility on finding the forms
Removing the print/fill/scan/email analog process was incredibly well received by the end users and internal associates.