Enter password to view case study
Streamlining financial advice process
Digitised the paper-based Insurance and Superannuation advice process into an intuitive iPad app, enabling Financial Planners to work more efficiently by having more meaningful conversations with customers, and build greater trust throughout the advice journey.
MY ROLE
Lead Designer - Research, Synthesis, Interaction Design, User-testing
TIMELINE
20 months
2 streams of works
TOOLS
Figma, Photoshop, Jira, Confluence, Excel
OVERVIEW
Mission
The goal was to replace a lengthy paper-based advice process with a streamlined digital experience, reducing end-to-end delivery from 1.5 hours to just 20 minutes.
My Contribution
As lead designer, I managed the end-to-end design process across ANZ and ANZ Plus, coordinated four squads, and led user research that shaped journey maps, interaction models, and final designs.
Impact
60+ Min
Customer time saved on planning and outcome conversation
Automated
Advice through rules based decision engine
10 Step
Process to start to finish, reducing the work for Financial Planners
EXECUTION
Research
Shadowed and interviewed five financial planners to understand their process and identify pain points. Created user personas to inform design directions.
Planning
I have conducted collaborative sessions to create a customer journey and initial sketches. This helped gather stakeholder ideas and develop a plan to proceed.
Page flows and interaction
Iterated on flow diagrams and navigation patterns. Defined interaction guidelines for pages and components.
Wire frames
Wireframes went through multiple iterations based on user testing and business requirements, enabling clear communication and quick feedback.
Validation Testing
Validation testing with 6 planners & 3 users to understand what works well and what doesn’t. The test results were synthesised and analysed to identify the common patterns and prioritised.
Final Designs
Wireframes were iterated through user testing, business input, and standardisation needs, helping communicate design intent clearly and enabling fast feedback from stakeholders.
Insurance Advice Process
Superannuation Advice Process
Design leader with 12+ years delivering large-scale digital products across banking, telecom, and digital marketing. Leads and partners with cross-functional teams to align strategy, research, and Agile delivery, creating impactful experiences at scale.
Contact:
shiburam@gmail.com