Advisor Services
Appointment Management

Appointments + Scheduling Access for Premium Customer

Summary

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

Getting Started:

The heart of the matter

While the current mobile app can serve the majority of customers using digital services, the needs of the personal advice customer segment are more complex, and this customer base goes beyond the basics of viewing performance or total assets. The business missed out on opportunities for personal advice every year due to lost advisor time. The loss of revenue over time is a commodity that cannot be recouped once incurred. The company sought a way to reduce missed 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 themes around appointments and scheduling that led us to the reasoning behind the low app usage and adoption by our personally advised customers. The accumulation of data surfaced

Lack of access to premium features specific to the 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 providing 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 on appointment management centered not just on the ability to view upcoming appointments on mobile, which has significantly improved, but also on the ability to edit or schedule appointments at their convenience. This concept and access have not been granted to this customer segment, but are most important 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 that helps 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 customers.

Project Details

Investment 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 Advice Lab, including Personal Advice, Digital (Robo) Advice, Wealth Management
Project: Advice Hub

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