Merrill Edge
Oracle "Art of the Possible" sales prototypes demonstrate the potential of future advancements, highlighting possibilities rather than final products. By engaging clients with visionary ideas, these prototypes inspire, spark interest, and gather feedback to refine offerings and align with customer needs.
Category
UX, UI, PROTOTYPE
Industry
FINANCE
Role
PRINCIPAL DESIGNER
01 . The Challenge
Merrill Edge, a self-directed investing platform, sought to improve customer satisfaction and engagement.
A UX/UI journey mapping exercise for Merrill Edge focused on understanding customer frustrations with key banking services such as lengthy 120-day funding cycle, a lack of transparency in the progression process, overly complex forms, and a deficiency in personalized advice. These insights led to actionable recommendations.
02 . The Solution
To understand the customer experience, the Oracle project team employed a multi-faceted approach. We segmented stakeholders by investment experience and goals, enabling a targeted understanding of needs and expectations. Together then meticulously mapped the customer journey, visualizing interactions across all touchpoints, from account opening to customer support.
To effectively communicate the value of user feedback, an overnight image-based prototype was developed, visually demonstrating how key user concerns were addressed in the design. This prototype was presented to the executive committee the next day.
