Making digital finance secure and adaptive.
Fidelity Investments Inc. is one of the most successful retail investment firms in the world. It manages over $11 trillion in assets and is known as an innovator in financial services, bringing new technologies and investment strategies to its clients. Fidelity Fund and Investment Operations (FFIO) is responsible for managing the fee billing that supports Fidelity’s revenue streams.
A problem.
Despite being a pioneer of innovation, some of its legacy internal systems require employees to spend significant amounts of time manually inputting information into spreadsheets, performing computational work prone to error, and hunting down source data obscured in disconnected systems.
FFIO brought us in to help them rethink the fund fee billing workflow experiences for executives, managers, and analysts so they could work to secure revenue faster, less painfully, and more accurately. Together with FFIO employees at all levels, we conducted generative research and co-designed key aspects of an improved experience.
Our team then created a design concept prototype that was flexible to enable easy adaptation as needs change in the future, leveraged automation to save time and reduce error, increased transparency to facilitate trust, and enabled higher level analysis of the fund fee data.
An elegant solution.
We leveraged automation to save time and reduce error, increased transparency to facilitate trust, and enabled higher level analysis of the fund fee data.
Leveraged Capabilities
XD Team Leadership
Experience design leadership
Team mentorship
Client relations
Design/Innovation Strategy
Concept envisioning
Multidisciplinary collaboration
Content/Communication refinement
Mixed Methods Research/Ops
Research design and planning
Generative primary research
(IDIs, qual analyses, cognitive walkthroughs, participatory design workshops)
Evaluative primary research
(UX assessments)