Our business partners came to us looking to bring the Annual Strategic Review (pdf) online. The review is legally required to ensure that clients' investments are being managed in line with their situation and goals.

The current process was inefficient, ineffective, and had a limited scale. We wanted to create an online experience that would empower reps to have more “real conversations” and allow our clients to engage on their own terms.

We interviewed stakeholders to better understand requirements, vision, and user goals. We also interviewed reps to better understand their pain points. And we listened in on rep calls with clients to better understand users’ needs.

We created an integrated digital experience that allowed users to: schedule appointments; choose between an online and live channel (rep); and have persistent access to schedule an appointment, email their rep, or get help.