Launched -
June 30, 2023
About
When a Financial Advisor conducts a client meeting, it is necessary to input the discussion's particulars into the CRM system in accordance with compliance standards. The Voice Notes application addresses the inconvenience of manually inputting these notes into the CRM by allowing advisors to record voice notes and effortlessly choose clients or potential clients within the application.
Goal
The project's primary objective was to enhance the Voice Notes app, allowing Financial Advisors to assign tasks to their team members with recorded descriptions and conveniently access previous conversations as a reference for upcoming meetings by increasing adoption.
Problem
Voice Note's adoption rate was below 7% (June 2023)
Hypothesis
A user-friendly and smooth experience will decrease the frequency of Financial Advisors needing to manually input data on their computer
Accessing clients' information through the Voice Notes app will enhance client retention
Defining Success
Frequent users tend to adopt the practice of generating tasks and consistently recording voice notes, doing so anywhere from 5 to 10 times per day.
Research
I collaborated with Digital Lab to conduct 5 Financial Advisor interviews, each 30 minutes long and approx. 15 minutes dedicated to receiving feedback on initial designs. All of them mentioned that they use the app multiple times a day, with a range from 5 to 10 times daily.
The main objective was to understand,
Research Interviews
What we heard: The app is helpful, efficient, simple and useful
We asked about their pain points, mostly focused on creating tasks, which was already on the product roadmap to design next.
After understanding user's needs and pain points, we shared 3 enhanced flows
Prioritization
After collecting all the research findings and insights, product, design, development, and research teams collaborated to prioritize the next set of features to work on, taking into account user feedback.
Design Iterations
After the product team determined the priority of immediate gains and desirable features using the matrix of high impact and low effort, I jumped back into Figma to refine our user experience flows based on the insights from user research.
Outcome
Gradually yet steadily, financial advisors are embracing the practice of generating tasks with voice-based descriptions, allocating these tasks to team members across various clients, and streamlining the synchronization of their notes with the CRM system.
Learnings
I discovered that providing users with incremental successes, aka small wins, is valued and helps maintain the team's momentum. The deeper I delve into user interviews, the greater my understanding of the daily utilization of the application becomes.
