AccueilBelgiqueBruxellesErgonomie (UX/UI)Stratégie digitaleRedesign of the financial tool and report

Redesign of the financial tool and report

novembre 2016
Redesign of the financial tool and report
Description

As a bank, Nagelmackers is committed to helping clients achieve their financial and long-term life goals. During live sessions, financial advisors use the Financial Guide tool to determine the client’s current financial status, their long-term objectives and how they can realize those objectives.

 

 

Défis

The challenge for the redesign of the application was threefold:

Keep the advisors engaged
Because of the struggle with the current application, the focus of the advisors tended to move away from the clients. We had to make sure the client was kept in focus. The application should not hinder, but support the conversation with the client. We needed to remove all friction.

Keep the clients engaged
Advisors are trained in complex financial matters, but for most clients all this is new. During our observations, we noted that advisors were going too fast and when they noticed clients weren’t following any more, they tended to go even faster. Our goal was to make the whole process crystal clear and keep clients engaged, every step of the way.

Get the application out of the way
Because the complexity of the financial domain was reflected in the application, advisors struggled with the (lack of) usability and needed lots of training. Making the application more intuitive should lead to a smoother experience and a reduced need for training. The focus of the application had to be simple and clear: help advisors determine a client’s financial status and their long term objectives, and then give sound financial advice on how to get there.

 

Solutions

The new application now follows the logical flow of a conversation. The application follows clear steps and guides the advisor and his clients through the whole process. This allows the advisor to really focus on the conversation and engage the client in a sound financial plan. All advisors reacted positively to the change: instead of struggling, they now have a tool that supports their objectives and thus ads real value.

Redesign of the financial tool and report

novembre 2016
user research
UX / UI design
user research
UX / UI design
Description

As a bank, Nagelmackers is committed to helping clients achieve their financial and long-term life goals. During live sessions, financial advisors use the Financial Guide tool to determine the client’s current financial status, their long-term objectives and how they can realize those objectives.

 

 

Défis

The challenge for the redesign of the application was threefold:

Keep the advisors engaged
Because of the struggle with the current application, the focus of the advisors tended to move away from the clients. We had to make sure the client was kept in focus. The application should not hinder, but support the conversation with the client. We needed to remove all friction.

Keep the clients engaged
Advisors are trained in complex financial matters, but for most clients all this is new. During our observations, we noted that advisors were going too fast and when they noticed clients weren’t following any more, they tended to go even faster. Our goal was to make the whole process crystal clear and keep clients engaged, every step of the way.

Get the application out of the way
Because the complexity of the financial domain was reflected in the application, advisors struggled with the (lack of) usability and needed lots of training. Making the application more intuitive should lead to a smoother experience and a reduced need for training. The focus of the application had to be simple and clear: help advisors determine a client’s financial status and their long term objectives, and then give sound financial advice on how to get there.

 

Solutions

The new application now follows the logical flow of a conversation. The application follows clear steps and guides the advisor and his clients through the whole process. This allows the advisor to really focus on the conversation and engage the client in a sound financial plan. All advisors reacted positively to the change: instead of struggling, they now have a tool that supports their objectives and thus ads real value.

Détails de la réalisation
work
Client
Nagelmackers
place
Localisation
Bruxelles
business
Secteur du client
Banque et Finance
people
Audience
B2B et B2C
public
Portée géographique
National
settings
Services proposés
Ergonomie web (UX), Stratégie digitale
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