1- With the threat of business disruption, most financial services companies are digitalizing their customer service. Our client was no exception. Their legacy system constraints and cumbersome manual processes hindered their ability to create on-demand, digital service experiences. Since many functions had to be performed linearly, turnaround times were long, which led to poor service standards.
2- The user interface was non-intuitive and difficult to navigate. Users weren’t able to find relevant information quickly, which negatively impacted the site’s usability.
3- Our client was having a difficult time meeting the rapidly changing market demands and satisfying their customers’ evolving habits and preferences. Their lack of market insights forced them to make ill-informed business decisions based primarily on instincts and hampered their ability to help their customers achieve their financial goals.
Our client is a premier financial and investment services company, founded in 1964. With over 50 years of industry experience and a business footprint spanning over 70 cities, the company helps people grow and protect their wealth and strives to maintain meaningful customer relationships.