Problem Statement
The Portal presented numerous constraints, with challenges in navigation and inconsistent, inaccurate content. Consequently, numerous advisors continued to face difficulties in accessing the necessary information.
Possible Solution
Improve the user experience and increase engagement on the platform.
- Difficult to find content
- Search results are irrelevant
- Navigation is challenging and confusing to use
Design Process
Current State Analysis
- Analyzed current process flow and application technology environment
- Conducted user interviews to understand user objectives, tasks, triggers, pain points and wish lists.
- Conducted card sorting survey to determine the information architecture.
Define
- Developed a clear future state user journey and information architecture for the portal.
- Conducted Design thinking workshop to determine Design and content
Recommendation
- Created Paper prototype to define portal layout outline
- Designed detailed functional prototype to show and to test on users
Design
- Designed a visually appealing design with brand guidelines.
Results
- Improved Usability for hard to find content
- Increased Accessibility: Accessibility enhancements, such as improved color contrast and screen reader compatibility, made the portal more inclusive and usable for users with disabilities.
- The introduction of new features like Predictive search and Machine Learning streamlined information.
- Considerable adoption and increase in sales and service.