TRANSAMERICA
UX DESIGN | UX RESEARCH
At Transamerica I was tasked with a complete redesign of a post-login experience for participants of retirement plans.
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Ideation
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Content strategy
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Content architecture
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Wireframing
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UX/UI design
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UX Research
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High-fidelity prototyping
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Collaboration with the digital design systems and brand teams
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Collaboration with developers
The Problem
As commonly seen at other large companies with multiple digital products, Transamerica struggled with consistency across products and channels, brand alliance, user-centric experience design, and technical debt. The ESW (Enterprise Secure Web) was a post-login experience for retirement plan participants that was built on two legacy systems with much complexity and customization for plan sponsors and mega clients. The legacy platform suffered from a dated design, unintuitive user interface, and slow performance. Because the platform was difficult to use, the call volume related to its problems was high. Users could not perform simple tasks like signing in, enrolling, changing passwords, getting through security questions, adding beneficiaries, applying for loans, etc. Any work on the product required collaboration with multiple teams and stakeholders in multiple offices across the US--digital design systems, brand team, legal and compliance, other product owners and pod teams, who were directly or indirectly impacted by any changes in the functionality and content in ESW.
Old Design
The Solution
In order to tackle the complete redesign and rebuild of the post-login experience, we formed a dedicated Agile team consisting of a scrum master product owner, business analysts, developers, and QA. As a Lead UX designer on the team, my first job was to do a heuristic, comparative, and competitive analysis of the legacy system, define user personas, create customer journeys and experience maps, call volume analysis, and sit in on customer service calls in order to understand the biggest pain points. Based on the research, the product owner prioritized pages and features that would make immediate impact on the business. Wireframes, prototypes, and user testing follow in order to validate our initial ideas. Currently, we have the first release of ESW scheduled for Q1 of 2019, with work continuing on future releases.
