How to succeed in life financially

Redesign of the financial tool and report for Nagelmackers

“Based on their observations, Human Interface Group was able to identify with accuracy the enhancements to bring to our investment tool. The solutions proposed brought us a very smooth and self-explaining flow.”

Martin Brichet, Director Organisation

  • The challenge

    Keep the advisors and the clients engaged

    Get the application out of the way

  • The result

    The application now follows the logical flow of a conversation

  • 2013-2016

  • Project based

 

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Approach

  • Understand & Challenge
  • User observations
  • Navigation structure
  • Recommendations
  • Redesigns of the tool
  • Redesign of the report 
  • Feedback from stakeholders
  • User observations

 

 

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As a bank, Nagelmackers is committed to helping clients achieve their financial and long-term life goals. During live sessions, financial advisors use the Financial Guide tool to determine the client’s current financial status, their long-term objectives and how they can realize those objectives.

The challenge for the redesign of the application was threefold:

  1. Keep the advisors engaged
    Because of the struggle with the current application, the focus of the advisors tended to move away from the clients. We had to make sure the client was kept in focus. The application should not hinder, but support the conversation with the client. We needed to remove all friction.
  2. Keep the clients engaged
    Advisors are trained in complex financial matters, but for most clients all this is new. During our observations, we noted that advisors were going too fast and when they noticed clients weren’t following any more, they tended to go even faster. Our goal was to make the whole process crystal clear and keep clients engaged, every step of the way.
  3. Get the application out of the way
    Because the complexity of the financial domain was reflected in the application, advisors struggled with the (lack of) usability and needed lots of training. Making the application more intuitive should lead to a smoother experience and a reduced need for training. The focus of the application had to be simple and clear: help advisors determine a client’s financial status and their long term objectives, and then give sound financial advice on how to get there.

Advisors and clients

The new application now follows the logical flow of a conversation. The application follows clear steps and guides the advisor and his clients through the whole process. This allows the advisor to really focus on the conversation and engage the client in a sound financial plan. All advisors reacted positively to the change: instead of struggling, they now have a tool that supports their objectives and thus ads real value.

 

Financial Guide - Advice

 

We also redesigned the report clients receive at the end of a session summarizing what was said during the session. With this aligned report, clients can reflect on the bank’s recommendations at their own pace at home.

Report - Financial situation

 

Discover our other projects in Finance >

 

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“Based on their observations, Human Interface Group was able to identify with accuracy the enhancements to bring to our investment tool. The solutions proposed brought us a very smooth and self-explaining flow.”

Martin Brichet, Director Organisation

  • The challenge

    Keep the advisors and the clients engaged

    Get the application out of the way

  • The result

    The application now follows the logical flow of a conversation

  • 2013-2016

  • Project based

 

SaveSave

Approach

  • Understand & Challenge
  • User observations
  • Navigation structure
  • Recommendations
  • Redesigns of the tool
  • Redesign of the report 
  • Feedback from stakeholders
  • User observations

 

 

SaveSave

Approach

  • Understand & Challenge
  • User observations
  • Navigation structure
  • Recommendations
  • Redesigns of the tool
  • Redesign of the report 
  • Feedback from stakeholders
  • User observations

 

 

SaveSave

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