October 2019 – Account Owner Site Navigation

​Annuity account owners visit firms’ account owner sites when they need to manage their account. This presents a challenge for firms: As annuities require infrequent servicing, users generally will not visit an account owner site often enough to become familiar with its nuances. Firms should offer consistent, predictable navigation to ensure that account owners unfamiliar with the site can accomplish their goals as smoothly as possible.

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