Branch Investments
Ability to personally monitor, manage and invest conveniently and efficiently.
Client problem
There is a lack of ability to personally monitor, manage, and invest conveniently and efficiently.
Business problem
Mobile is the preferred channel for clients, but RBC's mobile app does not offer investment capabilities for branch investing clients, limiting the ability to capture, engage, and convert mobile-oriented investing prospects.
My Role
Lead designer responsible for the entire process: from discovery and user research to requirements, design, testing, and support through launch and later phases.
Team
Lead Product Designer, Visual Designer, Content Designer, Product Owner, BA, Branch Advisors, Project Manager, and System Architect.
Understanding the Problem
Mobile Value Proposition
Understand the process of setting up pre-authorized contributions with new clients and how advisors frame the benefits. Identify advisor/client pain points and gaps when educating and setting up pre-authorized contributions.
Content Comprehension/ Education
I conducted several content tests to verify that the language used aligns with what our advisors communicate to both new and experienced investors.
We need to make sure that there is sufficient information and educational content available for clients, both new and experienced, to help them set up pre-authorized contributions and purchase investments.
Before - Client could only see the amount of money they have in their investment account. Client has to visit a branch to talk to advisors about their investments and for any change to their portfolio.
After MVP 1 - Client has full picture of their investments. It is much easier now to analyze growth/loss of their portfolio holdings, learn about investing and contribute money towards their investments to meet the desired goal.
Emphasis on Educating Clients about Investing
Branch Investments clients are seeking an easy way to track and manage their investments through their preferred banking channel - mobile. The key goal of this feature is to empower our clients to be more self-sufficient and confident in their investing. We have meticulously crafted content to help users understand each step of the process.
Providing Full Picture of Portfolio
Previously, clients have to talk to the advisor to understand the growth/loss. With power of this new feature, they have full access to all their investments with in-depth analytics. We’ve carefully curated the design of combined performance with help of our users. This feature is co-created with some existing branch investments clients and advisors.
Currently in Beta - Success Metric
Currently, the updated experience has only been made available to a limited number of clients. As a result, we have not yet gathered enough data from users to obtain statistically significant quantitative results. However, we have collected qualitative feedback, which has been overwhelmingly positive. Every user we have spoken to has been extremely enthusiastic about this feature. My team managed to deliver this feature amid a pandemic, allowing users to manage their investments without having to visit a branch.
Feature Release
2021