For a period of two years, I had the privilege of serving as the resident Senior UX Designer at CommSec Adviser Services. Starting on a three-month contract for a platform integration project, my contract was extended time and again. During my tenure, I initiated several UX initiatives while also working closely with stakeholders and scrum teams on platform expansions.
UX Strategy to tie in with the broader CX, Marketing and Business Strategies.
UX Log for staff and clients to report platform bugs, usability issues and the like.
Form redesign of all 84 forms used for account applications and management, including the introduction of prominent Form IDs to work in conjunction with the eSubmit initiative.
Form GEL (Global Experience Language) as a guide for all future forms.
Analysing verbatim feedback from the call centre for UX-related issues.
Backlog prioritisation and actioning tasks with scrum teams.
UX system updates and improvements.
Reporting progress on initiatives, research results and recommendations to the Executive Manager and Management Team.
Provide UX and CX related support and advice to various departments.
The Gateway Project – Integration of services offered by Colonial First State into the ComSec Adviser Services platform.
eSubmit – Conditional interface for PDF form submission and distribution to the relevant department.
Action Centre – Notification system for account application status and more.
Mobile app – for account applications and direct end client ECV (electronic customer verification).
Platform redesign – A redesign of the Adviser dashboard incorporating the above initiatives (shown in the screens above)
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