The Wealth, Brokerage, and Retirement Group at Wells Fargo serves 1,000,000 high-net-worth clients. To provide excellent service, Wells Fargo team members need a rich, 360-degree view of the customer that brings in general account information, credit, trading, retirements, trust, and family network details. In essence, they need an exhaustive CRM that’s easy to use.
We interviewed wealth managers, assistants, clients, and subject-matter experts. We then created and iterated a comprehensive experience, conducting regular usability tests along the way. The designs were a notable success, resulting in dramatic productivity improvements during user testing. The final design framework provided a product vision to enable thousands of team members to be more effective, efficient, and profitable.
Typically, bankers need access to these departments through different access points. Awasu created a UX framework that allows all this information to be accessed through one portal.
Public Site Studio
Wells Fargo’s digital design team had grown to an impressive matrixed group of over 100 designers, researchers, producers, prototypers, and others. At this size, the team had several challenges.
We partnered with Wells Fargo to restructure siloed teams, optimize for ownership and specialization, and build a design community with central leadership.
We helped them reorganize to multiple, semi-autonomous studios. We created roll-out materials, conducted transition workshops, and facilitated co-creation of the new Studio Lead role. As a result, the team experienced stronger leadership, more effective project execution, and increased team morale.