User Experience (UX) Revamp Sees 110% Increase in Retirement Plan Paid Enrollments
Retirement Financial Services organization - serving 1 million participants with over 9,000 retirement plans - launches two redesigned portals and a mobile application.
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Public-sector financial services organization that serves over 1 million participants with 9,000+ retirement plans
Financial services organization aimed to modernize their primary customer-facing web portals, after losing new business opportunities to outdated customer experience.
Intuitive and Visually Appealing Customer-Facing Portals
The Retirement Plan System portals needed to be reinvigorated to improve the customer experience.
An analysis of competitor portals and a cross-departmental workshop identified pain points— including navigation issues, taxonomy concerns, and visual inconsistency. Features and functions were on par with competitors, but the customer experience and visual impression felt outdated.
Based on audit results, we understood the organization’s greatest challenge: streamlining user access.
The architecture and updated design came together in an interactive prototype, which was used in testing sessions with various clients.