Project background
Adviser Online is a platform servicing financial advisers to manage wealth of their customers.
Financial advisers use the Adviser Online to manage personal portfolios, keep track of the performance, generate reports, as well as maintain accounts behalf of their customers.
It’s also an aggregated new platform for 6 older legacy portals, transition in progress.
Navigation has been one of the pain point through our user feedback, I was asked to redesign the navigation.
With complex permission setting & existing sitemap doesn’t exist, what I did first was to map out the complete flow and understanding the users
Current experience
As most of the functionality were still living in the legacy portals, the most used functionality is Platform & Products to redirect users to those portals.
1. Click on Platforms & Products
2. Select a Product
3. Select a function
4. New tab opened, user redirected back to a legacy portal
Users
As a B2B service, finding users were challenging. Together with time constraint, I chose to do stakeholder interviews to get insights. 2 main user types were identified.
Adviser
Advisers are client centric. They would have a particular customer they need to meet up, and they would prepare the documents and reports around this customer so in the meeting they can review his/her current financial position and discuss strategy for the upcoming year.
Administrator
Administrator do things on the book level. They usually service multiple Advisers, help them execute the strategies. Thus , they maintain accounts in bulk; they check all payments went through correctly for all clients, buy/sell a share for all clients applicable.
When I compare the use cases from both Advisers /Administrators with the current navigation structure, the pattern started to become clear as the current navigation model was very product driven and doesn’t fit with users mental model.
Hence I proposed to change the product driven flow and make it task driven, where similar functions are group together, as demonstrated below.
In the new flow, groups were created in 3 categories, Transacting, Reporting, & Administration. If adviser wants to perform Corporate Actions, he/she would:
1. Go to Transacting category
2. Select Corporate Actions
3. Select a product (if applicable)
Validation
To validate this assumption, I used a combination of tree test in Optimal workshop + usertesting.com to capture the quality data, the reaction of the users through video.
23 advisers were recruited and tested in total. With 95.6%(22/23) of the users were able to find the required action in speedy manner.
Final design
