Finance | Product Design | B2B | Digital Transformation
Simplified Wealth Management
Client
MLC Australia
Timeline
12 months
Role
UX Lead
Overview & Challenge​
The challenge was to translate paper-based forms into interactive and usable digital interfaces aimed at different user groups - customers, advisers, and relationship managers - with different needs and behaviours. For business customers, finding the right borrowing solutions was important, and it needed to be simple and easy.
Key Challenges​​
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- Transforming complex paper forms into intuitive digital experiences
- Designing for multiple user groups with different needs and technical abilities
- Maintaining compliance with financial regulations while improving usability
- Balancing comprehensive data collection with streamlined user journeys
- Creating consistent experiences across diverse transaction types
- Building systems that could evolve over time as requirements changed
- Ensuring accessibility for users with varying abilities and preferences
My Approach & Contribution
I designed all online transactions with a human-centred approach, prototyping and testing early over design sprints. We created modular elements/functions and reused them across multiple transaction designs to ensure consistency and efficiency.
What I did
1. Completed extensive research with six different user groups to develop personas, task models, and scenarios
3. Created multiple prototypes for testing with different user groups
5. Designed automated Flash prototypes for internal training sessions
7. Established templates, interactional elements, and behaviours along with a style guide
2. Produced high-level concepts and detailed design solutions for each transactional process
4. Conducted 6 design sprints, creating 6 interactive prototypes for various transactions
6. Developed a pattern library of transactional form elements on a Wiki platform
We tested our prototypes extensively, focusing on different transaction types such as change of address, personal details, and partial and full switch of investments in portfolios. This iterative approach allowed us to refine our designs based on real user feedback before full implementation.
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The pattern library was a particularly important outcome. It helped MLC evolve the design and re-use components in the overall architecture of their interactive system designs. By creating a central repository of standardised elements, we ensured consistency across the platform while making future development more efficient.
Results & Impact
01
Transformed paper-based processes into streamlined digital experiences
03
Created a comprehensive pattern library that standardised the design approach
05
Improved efficiency for both end-users and internal development teams
02
Significantly improved usability for both financial advisers and their clients
04
Established a consistent visual language and interaction model across transactions
06
Reduced training time for internal staff through intuitive interfaces and training prototypes
Most transactions were successfully deployed and began being used daily by customers and financial advisers. The pattern library continued to guide development long after the initial project, ensuring that the design principles and components were applied consistently as the platform evolved.
Key Learnings
Complex financial processes become simple with the right steps. Breaking intimidating transactions into clear, manageable chunks with good guidance makes a huge difference in how confident people feel using them.​​
Design systems outlast individual projects. Our pattern library became more valuable over time, guiding how the platform evolved and keeping everything consistent long after we finished our work.
Innovation needs to feel familiar to succeed. The most successful financial interfaces balance modern efficiency with how people already think about money. When new tools match existing mental models, adoption happens naturally.
Switch investments in portfolio​
Design Patterns
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