Digital Collaberation

AMERIPRISE

Opportunity

To create the vision for the ideal consumer experience and competitive differentiation, by enhancing secure site capabilities to better support digital collaboration between client and advisor in three main journey stages: pre-meeting; meeting; and post meeting across all platforms and field experience.

Hypothesis

An improved, simplified, and more connected customer journey through the advisor meeting process will improve customer satisfaction

Goal

To deliver an industry leading suite of integrated virtual capabilities that enable consumers to progress on their financial goals and seamlessly collaborate with an advisor via a central digital hub for pre meeting tasks, in meeting conferencing and post meeting follow up activities

Roles

  • Define strategy and design for Virtual Collaboration end-to-end user experience

  • New pattern development

  • Application and improvement of existing design system capabilities and future needs

  • Guide development team through application of strategy and design

  • Engage with cross commit partners to inform and influence roadmaps to achieve desired experience

Research

Initial discovery research was conducted by research partner and teammate.

Design Sprint

I organized and led a design sprint to come up with an initial prototype to test, initially more pie-in-sky concepts, but reigned in a bit by technological limitations that would not be changing for a couple of years.

Initial idea boards

Chosen Crazy 8 concepts

Challenge

The primary challenge was backend technologies that prevented, or adversely affected the ability and timeline to build a better customer experience. 

Journey of advisor meeting life-cycle

Outcome

After a successful design sprint, that involved bringing executive staff into portions of the design sprint, there was a lot of excitement built around bringing this or a similar experience to fruition. There were plans put in place to fund some of the upgrades needed in the backend systems, but would take 1-2 years to be ready. This project is in its next phase and the calendaring and pre-planning elements of the experience are being setup.

Design sprint prototype