The EY Design Studio team immediately began working with the investment advisor to analyze existing customer experiences, define a vision for the company's digital transformation and then apply the latest innovations in design to iterate toward that future state.
It is important to note that before the EY Design Studio began transforming the client’s online customer journey, the EY Microsoft alliance successfully migrated the investment advisor’s current customer relationship management (CRM) database onto the Microsoft Dynamics 365 platform. This step was crucial in creating a central repository for data collection and allowed the EY Design Studio to have access to important information for key design decisions.
The EY Design Studio team combined a data- and research-informed iterative approach with human-centered methodologies to design the client’s digital user experiences, creating more efficient, multi-channel interactions across all user types and touchpoints — from self-directed investors to advised investors, from the web to chat. Additionally, using an agile process, allowed the team to create a seamless on-time project flow.