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.
35%

Faster time-to-value with a unified design system

70%

Improved onboarding flow for seamless client experiences

20%

Boost in operational efficiency by reducing redundancies

5x

Improved onboarding flow for seamless client experiences

Strategic Workshops

Collaborative Sessions to Align Vision and Drive
Impact

10

Stakeholder Interviews

12

Foundational
Research Sessions

14

Concept Testing Sessions

Through 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 Covered

6

Personas Evaluated Across Key Roles

75

User Tested
We began by identifying key user personas, outlining their characteristics and needs to ensure a well-rounded understanding of the audience. Participants were carefully recruited and scheduled across multiple regions, with sessions conducted using an online usability platform. Feedback and results were analyzed to uncover actionable insights, culminating in a comprehensive report. This included prioritized recommendations and a value-effort analysis, highlighting features with the highest impact relative to implementation complexity, enabling data-driven decision-making.
Conversational 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.

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