A Global Leader in Financial Services
Transforming Legacy Systems into a Unified Client Experience
10 min read
Industry
Financial Services
Services
Strategy & Research, Design & Creative, Data & AI, Product Delivery
Technologies
Generative AI
About The Project
A global financial leader with over 200 million client accounts partnered with XDuce to unify fragmented design practices across its divisions. Tasked with replacing IT-led methods, XDuce introduced evidence-based, user-centered design to create cohesive client experiences and improve data-driven decision-making.The Challenges
- Unify legacy systems into a seamless, user-friendly platform.
- Transition from IT-led to data-backed, user-centric processes.
- Accelerate capital solutions with data-driven insights and faster decision-making.
How We Made It Happen
Explore the strategic actions that transformed complex systems into cohesive, client-centered solutions.Strategy & Research
Aligned stakeholders and defined project goals.
Heuristic Evaluation
Identifying usability gaps across legacy systems.
Usability Testing & Insights
Gathered actionable data points to inform design decisions.
Conversational AI Journey
Crafted conversational flows for improved insights interaction.
The Results
These results represent the expected outcomes of our ongoing efforts, reflecting the anticipated impact of evidence-based, user-centered strategies.Faster time-to-value with a unified design system
Improved onboarding flow for seamless client experiences
Boost in operational efficiency by reducing redundancies
Improved onboarding flow for seamless client experiences
Strategic Workshops
Collaborative Sessions to Align Vision and Drive
Impact
10
Stakeholder Interviews12
Foundational
Research Sessions
14
Concept Testing SessionsThrough targeted workshops and strategic alignment sessions, we unified cross-functional leaders and teams under a shared vision. By fostering collaborative decision-making, integrating evidence-based insights, and encouraging innovative, technology-agnostic thinking, we broke down traditional silos and paved the way for transformative outcomes. Our approach ensured that diverse perspectives were heard, aligning leadership with actionable strategies to drive impactful and sustainable change.
Heuristic Evaluation
Uncovering Hidden Opportunities through Data-Driven Analysis
Our heuristic evaluation combined traditional usability principles with a deep dive into system data to uncover friction points and inefficiencies. By analyzing current user journeys, identifying task bottlenecks, and studying data sets like call center logs, IVR system interactions, and application usage patterns, we uncovered valuable insights into user behavior and pain points. We mapped task fallouts, captured breakpoints in workflows, and documented bounce patterns to provide a comprehensive view of existing challenges. This data-centric approach not only highlighted critical usability gaps but also uncovered hidden opportunities to optimize experiences and align them with user needs.
Usability Testing & Insights
Actionable Insights Through Global Usability Testing
5
Continents Covered6
Personas Evaluated Across Key Roles75
User TestedConversational AI
Simplifying Decisions, Enhancing Efficiency
We crafted an intelligent conversational AI framework that empowered users with real-time, personalized insights to complete tasks faster and more accurately. By integrating natural language processing and machine learning, the AI anticipated user needs, provided actionable prompts, and streamlined decision-making processes. Built on data from interaction logs and system analytics, the solution seamlessly bridged design and technology, ensuring a user-centric experience while driving operational efficiency and setting a forward-looking foundation for AI integration.
- Address 510 Thornall St. Suite 375 Edison, NJ 08837
- Email hello@xduce.com
- Phone +1 732-465-9100