Customer experience design for a financial services call center
Vanguard
Overview
I provide user interface, user experience and customer experience design consulting for over 20 years for The Vanguard Group. The focus of the work was on designing applications for their financial services call centers. These call centers employ thousands of customer service associates providing support for Vanguard’s customers. I designed several generations of applications used by the customer service representatives, and also worked directly with Vanguard’s institutional clients to conduct user research.
The Process
The work I did for Vanguard covered the full spectrum of user centered design services, including:
Contextual interviews with customers and customer service representatives
Business process and workflow analysis
UI/IX design for high-volume call center applications.
Creating UI mockups and protoypes
Usability testing
The Work
Specific projects included:
Customer interviews, workflow analysis and redesign of customer experience for institutional plan sponsors.
Development of corporate best practices and UI standards for call center web applications
UI design, mockups, prototypes and usability testing for retail mutual fund call center applications
UI design, mockups, prototypes and usability testing for institutional (401k) mutual fund call center applications
Requirements gathering, design and evaluation for a financial services operational health check tool.
Development of corporate UI/UX processes and integration of these processes into the software development lifecycle.