We uncovered what Advisors and their assistants actually cared about, and it wasn’t what leadership expected. I ran interviews, surfaced insights that changed priorities, and turned skepticism into buy-in with prototypes that proved the point.

Impact
20 minutes saved searching for research upgrades and other items per day.

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We listened to dozens of field leaders frustrated with manual, lagging reports. I directed the research and designers and managed cross-functional relationships to transform fragmented data into a nationwide scorecard that delivers up to date information.

Project Goals

• Improve the quality of coaching conversations being held between Field Leaders and Branch Managers.

• Improve Employee Satisfaction survey scores across the Business Banking job family.

Impacts

• 114.89% savings in minutes spent across 3 metrics: time spent prepping reports, searching for additional data to append, error fixing.

• Missed coaching opportunities reduced from 1-2 a week to 0.

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The UX team introduced design thinking to a group of siloed and conflicted Finance and Operations teams, facilitating the dialog and needed to configure a new cloud-based data and analytics tool in the most practical manner possible.

Project Goal
Provide transparency around the firm’s expenses to the Finance and Operations teams, and reduce dependency on manually-maintained Excel reports.

Impact
The Finance and Operations teams now have unprecendented real-time insights into overall product portfolio health and headcount expenses.

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