Fiduciary Dashboard
Improving trust review efficiency for fiduciary officers by reducing overdue tasks and task completion time.
About
Wealth Management involves the specialized knowledge of overseeing generational wealth and ensuring compliance with trust funds, which includes formulating financial strategies and handling disbursements for beneficiaries.
The main objective of this project was to develop an interactive dashboard that enables Fiduciary officers to effectively organize data related to clients, beneficiaries, and various requests.
The problem
As a result of the decommissioning of a legacy system, I received the task of revisiting the dashboard design and perspective workflows.
This was necessary to tackle issues related to time management of due tasks for users and reviews from admins that arose within the user experience.
The outcome
The Research Repository is a comprehensive collection of various artifacts, including detailed personas, user flows, and valuable generative research.
Additionally, there is an Operations Dashboard that features more than five distinct workflows specifically designed for Fiduciary Officers to manage and seamlessly update trust accounts as needed effectively.
Responsibilities
Design Lead and Researcher
Agile Team: Product Owner, Stakeholders and Devs.
Jan 2024 - Jan 2025
Timeline and methods
Discovery – PI1
Contextual Inquiries: Day in the Life of Wealth Management
Affinity Mapping: Refinement of context inquiries and interviews from the Fiduciary team.
Personas and User Journey: Drafted two profiles of our end-users and a specific task to understand their goals and challenges.
Define – PI2
Mid-Fidelity Wireframes Reconvene with design recommendations and layout new options and ideas.
Research Findings: Share with stakeholders and PO insights to justify our design decisions and recommendations.
Develop – PI3
High Fidelity Wireframes: Final screen design proposals, including user flows and new feature suggestions. Develops a New Information Architecture that aligns with WD.
Usability Testing: Present designs to potential end-users and gather their feedback. Iterations based on findings.
Deliver – PI4
Development Handoff: Design proposal of final screens, including flows and new feature proposals.
Design QA: Document and address discrepancies between the design and the implemented product.
Research Context
Research Goals
Who are the fiduciary Analysts and Specialists?
How are they connected to Wealth Management functions?
How do they interact with the E-Fiduciary Dashboard experience daily?
Research Methods
Contextual inquiries:
Shadowing and observing natural reactions while recreating tasks that were mentioned as painful or undesirable.
Understanding Users
Discovery
Not enough time to complete Account Reviews
Recommendation
Identify and automate repetitive manual tasks to save time and improve efficiency.
Registration
Trust Profile isn't usually updated when the account review is triggered
Recommendation
Implement digital workflows to streamline processes and reduce the risk of errors.
“I started out as a support role and recently I have was given my own book of clients due to another fiduciary retiring.”
Complete Account Review
Sharing
Complete Action Plan
Recommendation
Increase quality and accuracy of the reviews.
“I have been with BNY Mellon for 7 years. My responsibilities include meeting with co-trustees and clients, collaborating on estate planning ideas, reviewing trusts, wills, and working with their trust and estates attorney or certified planning advisor”
Onboarding
If a trust profile is needed, will trigger the action Plan
Recommendation
Develop a system for redistributing workload when teammates are out of the office, ensuring that reviews are completed on time.
Ideation
Problem Statement
How might we streamline the E-Fiduciary workflow process to address officers' time constraints so they can complete tasks more efficiently and reduce the amount of overdue account tasks?
Research Insight
Busy Workload
Design Action
Address Officer’s time constraints making a more seamless action
Workflow Inefficiency
Tracking Efficiency
Complete tasks more efficiently with less convoluted steps or mishaps
Reduce amount of account overdue tasks
Design recommendations
Recommendation
Include primary and secondary tabs in landing page, sub-to provide users a seamless and understandable hierarchy.
Recommendation
Engage team collaboration with notifications within the experience supported by a timeline tread for updates of about tasks.
Recommendation
Restructure of content to support of custom grid including reorganization of content, label statuses and more menu for actions..
Access Prototype
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Access Prototype 〰️
The research and proposed artifacts provided insights into current dashboard challenges. To improve usability, the design should emphasize functionality, simplicity, and consistency through intuitive navigation, cohesive visuals, and responsive layouts. Continuous user testing and feedback will ensure an iterative, user-centered design process.
Data Visualization
Pain point
Users have a hard type understanding the most urgent tasks and if they are overdue with the current data format.
Navigation tabs and Information architecture
Pain point
Users have difficulty navigating the experience back and forth between the landing page, tasks, and sub-sections.
Notifications and Alerts
Pain point
Users rely on automated e-mails for upcoming and overdue tasks.
Enhance Data Grid
Pain point
Cards took much space in the experience and displayed details about the task in really small font.
Recommendation
Change data visualization format from Donut charts to Bar charts displaying type and number of tasks.
Next Steps
How will we measure KPIs?
Shortening the actual time spent on one single task. This can be done when we either do usability testing or measure digital analytics in the experience report.
Continue Working
Include enhancements of design and scrollable content for long forms, new information across the Information Architecture.
Usability Testing
Future usability testing to identify specific pain points in the dashboard layout and refine the design to improve intuitive navigation, such as grouping navigation, task selection, and completion.
Collect feedback from team members involved in the pilot phase to identify areas for improvement.
Design Implementation
Development Handoff Design proposal of final screens including flows and new features proposals.
Design QA: Document and address any discrepancies between the design and the implement product.