In-App Solution for Upcoming Appointments to Enhance Advised Customer Experience on Mobile
In-App Solution for Upcoming Appointments to Enhance Advised Customer Experience on Mobile
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Advisor Services & Appointment Management for Premium Customer
~ 8 min read
CLIENT
CLIENT
The Vanguard Group
ROLE
ROLE
UX Strategist, CXD Mobile
DIVISION
DIVISION
Advice Lab, Journey Integration
TIMELINE
TIMELINE
May 2022 - Oct 2023
Outcomes & Accomplishments:
Outcomes & Accomplishments:
Reduces Costs and Increases Customer Satisfaction with Improved Mobile App Features.
The launch of these new features saw a significant improvement in customer satisfaction and completion of appointments by advisors. The next phase was to build an Advise Hub on the native mobile with tools and features specific to customers with assets under advisement, starting with appointment management. Feasibility studies were conducted at each process stage to ensure the proposal was viable. Challenges were faced, such as the native mobile app moving faster than the web in building the necessary infrastructure, but solutions were found to overcome them.
Overall, by addressing the needs of Advised customers and improving the mobile app's features, the financial investment industry leader reduced costs, increased customer satisfaction, and improved appointment completion by advisors.
An example of appointment + scheduling contact cards added to mobile provides access to new features.
An example of Appointment + Scheduling Web-View on mobile launched early 2023
Enhances Mobile Support for Advised Customers
A financial investment industry leader aimed to improve their Advisor Services segment by enhancing mobile support for Advised customers. With most interactions occurring on the website, the lack of mobile features and services limited access for customers on the go. The business faced high costs due to missed advisor appointments, leading to lost revenue and time. To reduce this cost, the company aimed to improve the number of customer advisor appointments attended.
Project Details
Project Details
Advice Services Appointments Management & Advice Tools Strategy, including Experience in Product Design, IA, Interaction Design, HCD Creative Direction, Product Visioning, and Project and Roadmap Planning.
Project: Advice Hub
Timeline: May 2022 - April 2023
Division: CXD Mobile Advice Lab, including Personal Advice, Digital (Robo) Advice, Wealth Management
Role: UX Strategist, Specialist CXD Mobile, responsible for aligning advice services features between mobile and web, and enhancing advice customers' experience on mobile to drive adoption and provide access to services.
Surface Opportunities to Improve Mobile App Appointments for Advised Customers with Research and Data.
After conducting research and data analysis, it became evident that the mobile app did not cater to Advised customers' needs, resulting in missed appointments. Customers wanted in-app notifications of upcoming appointments and an easier way to reschedule their pending appointments. To address this, the business added features such as contact cards, appointment reminders, and the ability to cancel and reschedule appointments on the native mobile app.
An example of exploration of options to provide precence of appointmets on native mobile
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