Designed for tablet app • Research • User testing
for a single source of truth
to specific client groups
for all client related activities
on clients’ upcoming birthdays and policy renewals
Adviser Customer Experience (ACE) is a Customer Relationship Management (CRM) tool for Financial Advisers (FAs). It was built from a combination of new and existing features from multiple in-house standalone apps.
The strategy is to create an omni channel experience to allow FAs from all three distribution channels - Singlife, Affinity and PIAS to access a one-stop single app.
This would increase efficiency, reduce administrative works and empower FAs to focus on building long-term relationships with their clients.
UX Designer (worked alongside with a Senior UX Designer)
Responsible for research, conceptualisation, design for Minimum Viable Product (MVP), and ensure design is implemented as per intended.
Business Owners, Business Analyst, UX Designers, Front End Developer
May 2020 - May 2021
Sketch, Invision, Zeplin, Microsoft Excel, Powerpoint, WebEx
There are multiple in-house standalone apps (with different login credentials) for FAs to store clients' information, perform financial planning and client servicing.
Sentiments of FAs gathered over time attested to the demand of a single robust tool to aid efficiency for better client engagement.
How might we leverage on existing features and also introduce useful features, to value add and empower the FAs?
To build the tool for users, we need to know their day to day journey and experiences to gain a deeper understanding of their behaviours and the reasons why they do what they do.
There are 2 popular application tools within Singapore’s financial advisory industry that are well used by many FAs.
Having a better understanding of their competitive edge and how they fair against existing in-house features would help better inform the approach we take when building the tool.
Competitor research
• List of all competitors and in-house functions.
• Highlight competitors’ selling points
Feature comparison and heuristics evaluation
• List out competitors’ merits based on similar functionalities (identified in competitor research).
After doing research and with a better understanding of the users, we came up with the Information Architecture (IA) and concept designs.
They were validated with developers to ensure there were no technical limitations from both front and back end.
Tight timeline
Due to last minute changes in timeline, validations with users on designs would be done after MVP is released.
Combination of existing and new features
For a quicker workaround, existing features are retained in its original interface. And new features need to be designed similarly for consistency.
Framework limitations
To adhere to Aviva standards, screens are designed with available components. Thus the interface takes close resemblance to existing in-house apps.
Based on the tools ranked by the FAs during the interview, the top 4 are incorporated into the app.
Centralised client database
Notifications and reminders
Mass and automatically send email
eCard for occasions/festive seasons