Nationally Ranked Financial Services Company

Transitioned an analog onboarding program to a best-in-class digitally-enabled welcome experience for new clients.

A woman in a business suit shows a smartphone to a man at a restaurant table, discussing an innovative digital solution. Two people are seen in the background at another table amidst warm brick walls and soft lighting, creating an inviting ambiance.

The challenge

Translate print- and mail-based processes to a digital experience

Despite continued investment in digital services, new clients at this nationally recognized firm were being onboarded with custom printed and mailed materials. This resulted in an experience that felt dated for modern audiences, lacked the ability to measure usage, and was expensive to maintain with increasing yearly costs to print and mail.

What we did

  • Created an experience to reinforce the decision to work with their brand and instills confidence and conveys stability 
  • Translated a static and analog experience that explained the benefits and breadth of products and services offered, to a digital and accessible website experience
  • Promoted and encouraged a personal relationship with the client and their advisor
  • Established a path to a personalized and cohesive digital journey that aligns with the level of services received and expectations with financial advisors
A person uses a stylus on a tablet showcasing wireframe designs and notes, reflecting a seamless user experience. Nearby, a computer mouse rests on its pad, all set upon the wooden desk as part of an efficient digital solution.
A person in a suit is pointing at a document on a table, highlighting a proposed custom software solution, while another individual sits in the background on a couch. The focus is on the hand and the document, underscoring an engaging discussion about enhancing customer experience.
A woman in a white shirt presents a large sheet of paper with charts and diagrams on a whiteboard, pointing to emphasize insights on customer experience. The blurred office environment in the background suggests a focus on enhancing strategic decisions.

Outcomes

We created a modern, personalized feel and a welcome experience that exceeds that of our client’s competitors. The update to a digital process also reduced the cost of onboarding by removing printing requirements.

How we did it

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