CASE STUDY
PNC
Total Insight &
Wealth Insight
Helping investors feel more confident about their investment decisions.
Project Background
PNC Total Insight and Wealth Insight are investment platforms that help investors observe fluctuations in their holdings over time. Investors can look at and track asset performance, asset allocation, dividends, and perform rudimentary research on stocks or funds for later discussion with their investment advisor.
The Problem
Over time, PNC Digital Wealth & Investing has been losing wealth customers to competitors who provide investors the freedom to manage their own portfolios/holdings. To offset the loss of market share, the product management team worked with a third-party agency to execute a redesign without performing any type of user research or usability testing. The redesigned screens were presented to the project stakeholders who thought the designs didn't solve any particular problem for the business or the investor. Upon starting this role, my team and I were charged with redesigning and improving the next generation of these investment products by performing user research to understand investors and their lives, and locating opportunities to improve the overall investor experience.
The Solution
Working within an agile product team, I redesigned the holistic structure of the Total Insight & Wealth Insight, as well as the performance and folio sections (featured here within this case study) with many key enhancements to keep investors engaged with their money and goals across mobile, tablet, and desktop views.
Throughout this process, I introduced the following:
- Everyday language definitions for hard-to-understand investment concepts
- Self-generated goals to help keep people on track with their money
- Investment projections for performance
- The ability to fully analyze and purchase stocks/funds in a completely reimagined research section.
The Impact
The following outcomes were observed as a result of the design process and our iterative environment of experimentation and testing:
Investment & Stakeholder Buy-In
- $84M investment for the hiring of designers, third-party developers, and other personnel.
- Stakeholders were now excited about user research and design engagements.
Increased Usability
- 400% increase in usability for navigation - a crucial piece for each platform.
- 350% increase in usability for the Performance views.
- 200% increase in usability for the Folio/My PNC Accounts views.
Roles & Responsibilities
- Domain research
- Competitive analysis
- Research planning
- Insight/needs analysis and synthesis
- User interviews
- Requirements analysis
- Personas and empathy maps
- Information architecture
- Interaction design
- High-fidelity wireframes
- Prototypes
- Structured ideation
- Responsive design
- Usability testing
Tools
- Sketch
- InVision
- UserZoom
- User research reports
- OmniGraffle
