Role
Improvement of the FirstNet Investor web service including an optimised mobile site. Focusing on improving the experience for retail customers with consideration for the role of financial advisors and Colonial First State.
Key responsibilities
- Enable retail customers to create an alias for their username (a long number) with an email address to make it easier to remember and retrieve login details
- Enable mobile & desktop retail customers to view key investment data easily
- Create discrete marketing opportunities for CFS
- Improve the experience of the internal mailbox for retail customers
Process
- Collate & review research & analytics
- Review the problems to solve with CFS
- Wireframe & prototype solutions
- Conduct user research alternating between facilitotor & observer with a peer from Mobile Experience
- Share research findings & refine problems to solved
- Iterate designs based on research findings
- Collaboratively refine design with business & development teams
The Colonial First State Investor portal had not received an update for several years. Mobile Experience were engaged to solve two key user problems. One was to allow investors to easily view their superannuation on mobile, tablet and desktop devices. The second was to help customers remember and retrieve login information for their investment accounts.
Working with teams from Colonial First State I refined requirements, created wireframes and prototypes. I also conducted user research and usability testing before handing the visual design over to a colleague from Mobile Experience.
The new Colonial First State Investor portal enables customers to simplify their login details and check their portfolio balance easily across mobile, tablet and desktop devices.
