Telling a story with data

What is the Financial Wellness Score?

Data scientists within the Learnvest team created a score out of 100 for Financial Planners to analyse a client’s financial wellness.

The algorithm to create the score is comprised of multiple factors such as chance of disability, market value, the client’s fact set and likelihood of death. The algorithm is simulated 10,000 times within 3 seconds and the percentage of success is the actual outputted score.

The Financial Wellness Score module in the financial planning interface:

Problem to solve

Lack of trust
We received feedback from financial planners that they did not have trust or confidence in the score due to the lack of documentation and explanation of how the score is generated. More information was needed to support the robust algorithm.

Do not disrupt the workflow
As Financial Planners have their own set of tools to create analyse a client’s financial wellness, a microsite was proposed to provide information — but not disrupt their current workflow.

Discovering opportunities

Adding value
The Financial Wellness Score is provided for every generated financial plan for a client. However, financial planners wanted a score for the client’s current state without a plan, to benchmark the client’s value for sticking to a plan.

More than just a number
I conducted one-on-one interviews with financial planners to understand their needs, the estimate of time availability and the likelihood of using the microsite. It was more transparent that a need for a qualitative assessment of a client’s situation could be fulfilled with the data provided by the Financial Wellness score.

After multiple discussions and working sessions with the data scientists, information was extracted to tell a story about a client’s journey to financial stability. It became apparent that the delta (or change) between the current score and the proposed score could inform how much of a lifestyle change a client would need to experience.

Prototype created by developers

The graphs and charts informed what data points I could use in the microsite.

My first iteration of the wireframes involved only a redesign of the prototype.

Design solution

Second iteration included possible features for the future where Financial Planners could communicate with each other on clients in similar situations.

Finding inspiration

Finding direct inspiration was somewhat hard to come by, I explored how dashboards provide data with the support of a visual component

MVP

Final wireframes with the story that told financial planners where the client is currently standing, and how they will benefit by having a financial plan.

Where relevant, sections within the microsite consisted of a visual component, but always with an alternative to view the facts in a list below.

As the microsite is used internally within the company, receiving feedback is greatly encouraged to inform designers and developers on improvements or bugs. The feedback mechanism to allow Financial Planners to inform the team on what was useful or not.

Financial Planner’s feedback

Interviewed 5 Financial Planners with the final visual design to improve and iterate on design and copy.

(Not my work) Visual design update to the Financial Wellness Score to align with the microsite

Spending Insights for the Northwestern Mutual iOS app

The Northwestern Mutual iOS app was released in July 2016 which was an MVP to match the desktop experience. The goal for the next January 2017 update was to provide clients insights on their spending behaviour. As a device, the mobile phone had the most potential to consistently and easily provide quick access for clients to track their budgeting needs–and in turn keep clients engaged.

Business goal and Research




Providing insights within context

Audit of the existing design and flow of the iOS app to determine where we could find opportunities to include spending behaviour insights:

Design solution

From a single transaction, we can extract information from the captured data to help paint of a picture of a user’s spending behaviour. For example, we can inform users on how often they are spending, where they are spending and how much they are spending.

Also, with the categorisation of each transaction, we can provide insights on how they’re spending on their lifestyle.

Wireframes of flows and interactions

Overall flow of the mobile experience from Summary screen to a view of a single account:

Alternate placement to surface the visualisation of spending behaviour:

Filtering transactions on an Account view:

Categorisation of transactions:

Interaction for quicker categorisation of transaction:

Wireframes for iPad

Customisation of Salesforce for Call Center Agents

Problem to solve

The design request was to provide information for Aol call center agents about products of interest to a customer, but also allow call center agents to easily find related Aol services and products. There was also the additional need to migrate from the previous CRM tool Gandalf, to Salesforce.

User research

Shadowed call agents for one day to listen in on calls and observe their current work flow:

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We synthesized our findings:

Brainstorm

I created a mind map to categorise the findings which were separated out into topics related to customers, call agents, environment and team.

Discovery Phase – User Research (PDF)

Sketches

As call center agent did not have large screens and had to open multiple programs at a time, ensuring the interface could fit in a small screen was a priority. By utilising an existing template of having expandable side panels, it gave call center agents the flexibility of displaying the up-sell of other AOL products when it is needed.

Sketch - round 2

Sketch - round 2

Sketch - round 2

Sketch - round 1

Design Phase 1 – Sketches WIP (PDF)

Research and war room

Salesforce - comparative

Salesforce - Flows

Designing with the smallest screen resolution to show the viewport size when interacting with the expandable side panel:

Component – Custom console component1

User testing

Wireframes in prototype for user testing round 1

wireframe

Prototype for usability testing round 2

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Design phase 1 – User Feedback (PDF)

Mentorship for high school interns

For six weeks, I teamed up with a co-worker to help introduce UX and UI to five talented high school students completing an internship with the #builtbygirls #girlswhocode front-end developer program.

Every week we planned fun, working sessions where we sketched, discussed and analyzed the design and content. More importantly, we emphasised the importance of collaboration and teamwork.

It was nothing short of an amazing experience as they never ceased to impress us on how swiftly they could adapt and “fill in the gaps” with low fidelity wireframes and missing design assets. On a weekly basis we would witness their progress in leaps and bounds with their ability to prioritize important questions, and also fearlessly communicate their opinions.

builtbygirls Cambio

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Design workshop

BBG at Facebook

It was a very valuable and rewarding experience. We gained a lot of (and somewhat frightening) insight in the new wave of talent coming into our industry.

Combining two mobile apps for a unified experience

Commonwealth Bank had two mobile apps where the Commbank app was used by majority of CBA’S mobile customers despite being limited to features that Kaching provided. Due to the overall usability and functionality of Kaching, the decision was made to align Kaching’s designs to the Commbank app to unify the two apps.

Working within a team of 3-5 UX designers, a concept was created to introduce a dashboard which surfaced payment options as they were the most used features (which also included Kaching’s social payments) and an off-canvas navigation to separate the users’ tasks.

The work was laid out to plan and sort the screens which required changes as well as the measure of how much effort it would involve.
sort

Flows for existing screens which required header changes or new component designs were included.
Flow_Pay_someone_Mobile_and_email

Flow_Transfer_between_accounts

New flows were created which included an improved registration process and on-boarding to the new app.
uniapp_flow

A specification document was produced for all screens with annotations and interaction details.
uniapp_documentation

Previous design of CBA’s app:
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A fresh look and feel for the CBA app with lifestyle imagery.
Visual designs are not my work.
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