Intro
Brief
“Make investments accessible for everyone”
Responsibilities
Define:
Work with Business Analysts to define the scope of work
Take research insights and define project goals
Audit the existing customer journey
Scope the complexity of Aegons white-label investment platform
Design & Test
Design: Mock-up a customer journey for testing
Test: Learn what areas were too complex understandability
Refine: Reduce and reorganise journey
Design: Create Investment Dashboard
Test: Learn how data is best visualised
Refine: Create responsive charts
Build
Define a Design System, built around their white-label templates
Regularly travel to Scotland to work with third-party developers
Behind the scenes
Sketch Workshop
Outcome
Created a tool that supports branch staff and member conversation
8.5% increase in new investors
Created a new income stream for Nationwide
Small percentage of users, but with a high amount of investments
Reduced expendature on the Aegon system, but developing our own
What I learned
Keep calm and design on
This was the longest project I’ve ever worked on (two years). I grew a new level of patience and resilience to day-to-day challenges. Staying calm and knowing when to laugh at myself.
Real relationships matter
Relationships are the most important thing. Talented designers are useless, unless they can work together. Investing time in building trust and camaraderie is never wasted. There is always time for a drink and to catch-up. I left this project with some good friends (shoutout to: Tim, Adam, Melissa, Laura, Milka, Caz and Raz)
Look to reduce
Make everything simple. Sometimes reducing the function of a product can make the experience better.
Honest communication matters
Working with developers in another country is difficult, if you don’t invest in comms. Luckily we set-out a tool that worked across both of our internal systems so we could live chat. We even flew-up to several times over the two years to keep the relationship strong.