How Might We help product managers, product designers, and engineers understand the digital experience of clients and advisors so that they may build a cohesive experience?
Role:
Ecosystem designer, service designer, collaborator
Partners:
Enterprise Architect Principal, Business Process Lead, Product Manager, Product Designer
Activity Overview
Conversations with
Market Research
Co-Creation Sessions
Concept Sketches + Cards
Synthesis
Opportunity
Disconnected digital tools across client and advisor experiences created a fragmented journey, clients and advisors lacked continuity.
Approach
As the ecosystem designer, I consulted with enterprise architects, product managers, and business process leads. I synthesized siloed systems into a unified ecosystem vision.
Impact & Results
Created a cross-functional ecosystem map enabling continuity.
Facilitated strategic alignment on shared platforms and tools, enhancing both employee experience and system scalability.
Our Process
Defining Success
I determined a core goal: create an easily shareable artifact for colleagues to understand the end-to-end client and advisor experience from a human-centered point of view.
Assembling a Team of SMEs
I assembled a team of colleagues I worked with previously who I knew understood the digital experience from the back of their hand. I worked with them individually to start to craft an idea of what the current end-to-end experience was for risk and wealth products.
Current State
With the help of my team, I sifted through research and continued conversations to start to gather a rough model of what the current wealth and risk ecosystem looked like. I crafted a client and advisor-centric view of the current journey system, which included key moments along with meta-themes that ran from end-to-end.
Ecosystem Visual Creation & Iteration
Using the information I gathered with the team and from research, I designed two simple visuals of the digital products clients and advisors used throughout their experience. This paired with the ever-evolving high-level view of the experience.
I checked with the team once I made changes for feedback and further knowledge share. Sometimes there were tweaks to be made, which I completed and brought back to the group for review or clarification.
After-Action Review
Everyone on this team was great to work with and wanted to be able to visualize the end-to-end experience. I’m pleased with my ability to notice the need for these artifacts and assembling a great team. In the future, I would establish more concrete goals and socialize it more throughout the broader company, not just within Design & Product, to encourage more colleagues to think holistically.
