A Leading Retirement Plan Provider Employs User Research and Audit Benchmarking to Identify UX Issues and Capability Gaps

The Challenge

Person_typingOne of the nation’s largest retirement plan providers made a strategic decision to invest in and grow its retail brokerage business. Before executing on this new vision, the firm sought a top-to-bottom assessment of its current brokerage website from a design, usability, navigation and capabilities standpoint with an eye toward identifying opportunities for improvement.

The Solution

We developed a multi-prong research effort consisting of three concurrent work streams:

The Impact

With this layered approach, the client was able to gain a deep understanding of the effectiveness of its website vis-à-vis different customer types and versus peers. These insights enabled the firm to establish development priorities and secure the necessary budget for making essential improvements to its client-facing technology.