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Client

The Openwork Partnershp

Role

UX researcher

Duration

2 months

Results

Full product strategy  and playback with mockups. 

Project brief 

Generate a product vision and strategy for the next 3 years that is not constrained by the current setup. Find a new avenue and system for personal Finance Advisors interact with and manage their clients beyond the current ConcertHub Wealth Management system.  It should cover 3 main domains: Mortgage, Wealth, Protection.

Background

The Openwork Partnership consists of 680 firms with over 4,200 financial advisers, broadly servicing clients mortgage & protection, and wealth investment needs. Personal financial advice is the bedrock of the company. They have recently launched the ConcertHub Wealth Management system. Built on Microsoft Dynamics, the system is used by advisors to capture information about client assets, appetite to risk and personal information.

They can then produce suitability reports and recommend products to their clients, as well as processing fess.
The response to the launch of the Wealth system has been mixed, with users highlighting a number of issues including difficulties in submission and poor usability. Openwork is concerned that this poor feedback will impact on system adoption, one of their KPIs.
The ConcertHub team are now working on Mortgages and Protection system, which is being built on the same system. Their fear is that they will recieve similar feedback from the advisers, and want to mitigate those issues while they still have time to enhance what’s being built.

Problem statement

The current 12 month timeline to the next planned MVP for partners is not meeting partner expectations, and coupled with frustrations of the concert hub rollout, the partner community remains sceptical about Openwork’s capability to provide technology that helps them manage their day-to-day, and future client servicing needs.

Discover

CX insights 

Insights generated from initial research on the financial advisors at Openworks performed by CX Partners. Below are users (financial advisor) main goals.

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Competitor analysis

A competitor analysis of firms across Mortgages, Pensions, Protection and Wealth.

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Define

Financial Adviser Jobs To Be Done Triage

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Financial Adviser Journey Map

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Ideate

Mind map

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Crazy 8s 

 As the sole UX designer I facilitated a crazy 8s session with the team consulting which allowed to visualise possible solutions and spot themes and common possible outputs. 

Crazy 8s 

 As the sole UX designer I facilitated a crazy 8s session with the team consulting which allowed to visualise possible solutions and spot themes and common possible outputs. 

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Deliver 

Product Vision and strategy

 The main output of this engagement was a full product vision and strategy played back to the Openwork Partnership team.

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Retrospective 

My goal as designer for this project was to add value UX value therefore an imperative part of the product vision strategy was to highlight the value of investing into UX talent. Additionally collaboration between the designer and consultants meant that we could approached the product vision from a user and product centric point of view. 

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