My Role
Responsibilities
UX Research & UX/UI Design
Areas
Usability Testing, Developer Handoff, Accessibility
Objective
The guiding question: How might we empower individuals to lay the strongest foundation for a secure retirement?
Specific Goals:
Transition from manual processes to automated financial management steps.
Present the manual process in an easily understandable and transparent manner.
Highlight the significance of adhering to the platform's recommendations for optimal financial planning.
Challenges
Despite Lifeplan's prior existence, it lacked a digital fund allocation system. Users were burdened with the outdated method of manually printing and dispatching forms to fund brokers for new allocations. This legacy system provided minimal feedback about the allocation status or its success.
Approach
1. Discovery:
User Research: Engaging with users of the manual process revealed key pain points. Many felt disconnected from the process and were frustrated by the lack of digital interactions. This manual process not only led to prolonged waiting times but also left users in the dark regarding the status of their allocations.
Usability Tests: Conducted on the existing process to pinpoint problematic areas, and the findings were theme-analyzed to discern patterns.
2. Ideation:
Prototyping: Insights from the research were translated into tangible prototypes. This stage saw the creation of multiple iterations, ensuring each one was closer to addressing the user's needs.
3. Validation:
Iterative Testing: Each prototype underwent rigorous user testing, gathering feedback and refining the design. Several iterations were made until a consensus was reached on a design that bridged the gap between user expectations and platform capabilities.
4. Implementation:
Utilizing the pre-existing Lifeplan Design System, I collaborated closely with the software developers. The aim was to craft a seamless user journey, ensuring micro-interactions provided timely and appropriate feedback. Attention to detail ensured that each user interaction was intuitive, building trust and reinforcing the platform's credibility.
Impactful Outcomes
Lifeplan transformed from an outdated, manual system to an intuitive, user-friendly platform. The new system not only streamlined the pension management process but also educated users on its intricacies, ensuring they were actively involved in planning for their retirement.
Key learning
Starting on a smaller scale and promptly incorporating user feedback proved invaluable. It allowed the team to iterate and enhance the platform iteratively, ensuring a more user-centric approach. This agile method of design and development not only reduced time-to-market but also resulted in a product closely aligned with user expectations and needs.
