Status Tracking Enhancement
The project is to enhance the status tracking experience for advisers by consolidating existing tools and introducing new features.
Work Tracker
Client Status Tracking
Notifications
Duration
Consolidation: 4.25 Sprints
Work Tracker: 5.5 Sprints
Budget
Consolidation: $470k
Work Tracker: $700k
Duration and Budget
Team Structure
Me
Product owner
UX UI sERVICE DESIGN
Data
Development
The Colonial First State Status Tracking Enhancement project is initiated in response to critical challenges faced by the organisation in delivering an efficient and streamlined user experience to financial advisers. Currently, the presence of multiple, disjointed tracking tools has led to confusion and inefficiencies in the adviser workflow. Additionally, a significant volume of calls to the contact centre is driven by inquiries related to offline transaction tracking.
The project aims to address these issues comprehensively by consolidating existing tracking tools into a unified platform, introducing cost-effective digital status updates for offline transactions, and aligning the user experience with industry best practices.
This project not only enhances adviser efficiency but also reflects Colonial First State's commitment to providing top-tier service in the highly regulated financial services sector.
Currently Funds under Administration is in excess of 8 Billion dollars
Reduce Calls:
Decrease the number of calls from advisers regarding Work in Progress (WIP) and Outstanding Requirement (OSR) from 25.5k to 12.5k.2.
Improve Adviser Efficiency:
Streamline the status tracking process to make advisers more efficient.
Digital Status Updates:
Provide digital status updates for offline transactions to reduce contact centre calls.
Enhanced User Experience:
Create a cohesive, user-friendly status tracking experience.
Colonial First State faces a multifaceted challenge in its current status tracking system, which is pivotal for adviser operations. The existing environment comprises multiple tracking tools, resulting in a fragmented and bewildering user experience for advisers. Mismatched terminology, inconsistent navigation, and the absence of content management, not only impedes adviser efficiency but also drives a high volume of inquiries, particularly related to offline transaction tracking, to the contact centre.
Objectives: to create a singular, user-centric location for tracking transaction statuses, thereby enhancing adviser experience and efficiency, and to implement digital status updates for offline transactions to reduce call volumes.
and provide advisers with the tools to better serve their clients.
The current state of Colonial First State's status tracking system reveals a complex and fragmented landscape. CFS currently employs multiple tracking tools, each with its own set of functionalities, leading to a disjointed user experience for financial advisers.
Project Flow and Accountability
UX Status
UX Designer
Accountable
UX Designer
UX Designer
UI Designer
UX
Concept
UX
Concept approved
UX
Ready to test
UI
Archived
UI Status
UI
Archived
UI Designer
Accountable
UI Designer
UI Design Lead
UI Designer
UX Designer
UX UI Designer
UI
Working
UI
In refinement
UI
Design approved
UI
Ready for build
UI
Built and QA’d
1. DISCOVERY
2. DEFINE
3. DEVELOP
4. DELIVER
5. REFINE
Copy status
UX Designer
Accountable
UX Designer
UX Copy
PO
PO
copy
Working/Writer to check
copy
Writer approved
copy
Ready for sign-off
copy
Sent for sign-off
copy
Approved
copy
Not required
6. BUILD
Constraints
Data Migration
Migrating data from existing tracking tools to the new system can be complex. Ensuring data accuracy, completeness, and integrity during migration is a constraint we had to overcome
Regulatory Changes
Changes in financial regulations or industry standards during the project's timeline could require adjustments to the system, potentially impacting the scope and timeline
User Adoption
Changing the user interface and workflow for advisers could face resistance. Ensuring a smooth transition and providing adequate training may be necessary to encourage user adoption.
Recommendations
Holistic Navigation Review
Conduct an in-depth review of the navigation structure across the platform, with a focus on status tracking. Ensure that the user journey is intuitive, consistent, and minimizes the need for excessive clicks or navigation between different tools
Decoupling Tracking tools
Separate report management from the core status tracking functionality. Create a dedicated section for generating and retrieving reports, simplifying access and improving user understanding of different functionalities.
UX Governance
Ensure consistent use of terminology related to WIP, status, and tracking throughout the digital platform
Terminology Standardisation
Implement a company-wide terminology standardization effort, ensuring that terms related to Work in Progress (WIP), status tracking, and reporting are consistent throughout the digital platform. This will reduce confusion and enhance user comprehension
Here’s the predicted outcome we’re designing for
Reduced Adviser Workload
By consolidating tracking tools and introducing user-friendly features like client-level status tracking and customisable notifications, the project aims to significantly reduce the workload of advisers. Predicted outcomes include a decrease in the number of calls to the contact centre regarding Work in Progress (WIP) and Outstanding Requirements (OSR). This reduction in adviser workload will result in improved efficiency and productivity, allowing advisers to focus more on providing valuable financial advice to their clients.
Enhanced User Experience
The project is designed to create a cohesive and user-friendly status tracking system. Predicted outcomes include a more intuitive user interface, reduced confusion due to standardised terminology, and streamlined navigation. This enhanced user experience will not only lead to higher adviser satisfaction but also drive increased adoption of the status tracking system, ultimately benefiting both advisers and clients by providing transparency and efficiency in tracking financial transactions.
We worked around these themes
Nature-Inspired
Nature-Inspired
This design theme focuses on a clean, minimalist aesthetic with a simple and intuitive user interface. It emphasises clarity, efficient use of space, and a visually uncluttered
Key Features:
Streamlined navigation, clear status indicators, and a user-centric dashboard.
This design theme draws inspiration from nature to create a calming and harmonious user experience. It incorporates organic shapes, soft colours, and natural textures.
Key Features:
Emphasis on a soothing and user-friendly design that promotes relaxation and clarity.
Tech-Forward
AEM Adoption
By leveraging AEM and data collection methods, Colonial First State can continuously monitor the project's success metrics, make informed decisions, and proactively address any issues that may arise during and after the implementation of the enhanced status tracking system.
The Information Architecture (IA) review was conducted to ensure that the structure and organisation of information within the Colonial First State's status tracking system align with the project's objectives and user needs. IA review is essential because it helps us
Enhance User Experience
By assessing and optimizing the IA, we aim to create a user-centric system that allows advisers to easily find and track transaction status, reducing frustration and improving efficiency.
Streamline Navigation
An effective IA ensures that the system's navigation is logical and intuitive. It helps users quickly locate the information they need, reducing cognitive load and enhancing usability.
Reduce Confusion
The IA review helps eliminate potential sources of confusion, such as inconsistent terminology or redundant pathways. A clear IA ensures that users encounter a cohesive and comprehensible structure.
Optimise Content Management
structured IA facilitates efficient content management, making it easier to update, organize, and maintain information within the system.
Information Architecture
Unified Dashboard
We created a unified dashboard where advisers can access status tracking for all products and services in one place. This dashboard includes clear and consistent terminology.
User-Friendly Navigation
We restructured the navigation, ensuring that users can easily find the information they need. We implemented breadcrumb navigation and a search functionality.
Design System Integration
We integrated the new design system and style guidelines to create a visually appealing and consistent experience across all status trackers.
Real-Time Updates
We developed a content management system that enables real-time updates, ensuring the accuracy of information. Users can opt-in for notifications
Real-Feedback
We implemented a feedback button in the redesigned solution to directly capture user insights and enhance user experience
Adviser
Tier 1
Tier 2
Tier 3
Final Designs
Nanum Myeongjo
Size:
L
Hero-1
Hero-2
Size:
S
Title 1 - 44/48
Title 2 - 40/48
Title 1 - 80/80
Title 2 - 64/64
Titles
Paragraph
Body 1
For over 30 years, we’ve been helping Australians work towards a better financial future. We aim to generate strong long-term returns for our members, while creating value every step of the way.
Size:
L
For over 30 years, we’ve been helping Australians work towards a better financial future. We aim to generate strong long-term returns for our members, while creating value every step of the way.
Size:
S
Primary colours
Style Guide
Typeface
Conclusion
By addressing the fragmented and inconsistent status tracking experience for advisers, CFS successfully improved digital adoption and enhanced the overall efficiency of transaction tracking.
The redesigned features will reduce support calls, saving both time and resources, while providing advisers with a user-friendly and streamlined tool to track client transactions effectively. This project exemplified the importance of user-centered design in creating solutions that benefit both advisers and the business.
Clear Communication
To address misleading copy, we revamped the content with clear and concise language, ensuring users understand the status of their transactions.
Project Context
Objectives
What’s the problem?
Current State
Design Solutions: Based on our research findings, we developed a comprehensive redesign strategy
Tech-Forward
Modern Minimalism
Modern Minimalism
This design theme embraces a futuristic and technology-driven aesthetic, reflecting innovation and efficiency. It incorporates sleek and polished elements.
Key Features:
Focus on advanced functionality, interactive elements, and a forward-looking user experience.
