Consistent design principles.

Our team was tasked with creating a new system for delivering and reviewing alerts within Wealth Management.

Problem: The supervision team needed to combine multiple aging alert engines into one dashboard. The flow needs to be used by advisers, their associates, and the supervision team.

Solution: Create a dashboard with functionality that is easy to use and similar to other applications that advisors use. Ensure the advisor-facing aspects are easy to understand and quick to master. The supervision team has a more robust section with its own dashboard that focuses on their tasks. The supervision team’s tickets also needed to be redesigned to be more efficiently read and include an AI component that helped them complete their work more quickly.

We created a dashboard for the supervision team designed to help them track their work and easily follow up on items. The tickets that the supervision team sees are full of information that they need to capture, and much of the information they needed wasn’t available in the old system. We were able to moderate the gathering of this information and incorporate an AI-driven score, which helped to set an expectation for the supervision team on how likely it was that tasks could just be closed out or need more time and follow-up by analyzing past issues that were similar.

While this was a completely new system for advisors, we wanted to ensure that users were familiar with the interface, so we based the design on their main dashboard that they use. This also helped make development quicker as we could reuse code for the framework. We then began understanding the users' needs and how they use the current systems. We spent most of the time discussing the interactions between advisors, their team, and the supervision team. The flow had to be seamless and as painless as possible for advisors to take care of their assigned issues, and the supervision team had to get enough information from them and have a back-and-forth in the system.

The feedback we received on the design was phenomenal, and we improved the time it took to finish a ticket by up to 50% in most cases.