Summary

Global leaders in the financial industry needed to add capabilities around appointments and scheduling to native mobile apps to support their premium customer segment and reduce lost revenue resulting from incomplete or no-show appointments.

Getting Started:

the heart of the matter

The current mobile app, while able to service a majority of all customers utilizing digital services, the personal advise customer segment service needs are more complex and the needs of this customer base go beyond the basics of viewing performance or total assets. The business missed out on opportunities every year regarding personal advice due to the loss of advisor time. The loss of revenue in time is a commodity that can not be recouped once initiated. The company sought out a way to reduce missed appointments and no-show appointments to help advisors manage their time better and recoup that time.

In collaboration with the advisor team and working with ux, research, and analytics team to conduct testing and dive deep into the data we surfaced thems around appointments and scheduling that led us to reasonings behind the low app usage and adoption byour personal advised customer. The accumulation of data surfaced

Lack of access to premium features specific to Personal Advised customer segment
Ability to interact with sections or features relevant to advised customers
Complete task or focused intent on why or what customer needs are providng the ability to complete the cycle of intent.

Working with the themes around the surfaced data and research, we devised a strategy and roadmap to implement segments of the solution in increments that could be tested and verified with customers at each stage. Aligning each case based on the hierarchy of data.

Customer feedback around appointment management centered not just on the ability to view an upcoming appointment on mobile, which significantly improved, but also on the ability to edit or schedule appointments at their convenience. This concept and access had not been granted to this customer segment but is of most importance for customers with access to live advisor services.

Launching mobile appointments now allows customers to view schedules and manage appointments with a more robust agenda builder to help advisors be more effective when meeting with advised customers.

Launching mobile appointments now allows customers to not just view but schedule and manage appointments with a more robust agenda builder to help advisors be more effective when meeting with advised custoemers.

Project Detials

Advisor Services
Appointment 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.
Timeline: May 2022 - April 2023
Division: CXD Mobile Advise Lab, including Personal Advice, Digital (Robo) Advice, Wealth Management
Project: Advice Hub

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