Northern Trust
Wealth Management Application
This Fortune 500 financial institution serves corporations, investors, and high-net-worth clients. Over three years, I led strategy and design efforts, partnering closely with product, engineering, QA, and research teams to deliver impactful digital experiences.
CLIENT
Northern Trust
ROLE
Principle UX Lead
AREA OF FOCUS
FinTech Investment • Web
TIMELINE
June 2021 - March 2024
Long-term engagement as a UX Consultant
OVERVIEW
Over the course of three years, I led strategy and design initiatives for this client, partnering closely with delivery teams as well as product, engineering, QA, and research to create high-impact digital experiences throughout the development process.
THE CHALLENGE
When I joined the client, the organization was in the middle of sunsetting its legacy platform and launching a newly redesigned experience. While the migration to the new platform was technically successful, user feedback quickly revealed significant usability issues. Customers struggled to complete key tasks, navigate the new interface, and find the information they needed.
MY ROLE
As the UX Lead for this engagement, I partnered closely with the Northern Trust team to align on the product vision, strategy, and user experience roadmap. I led efforts to analyze user feedback, uncover key pain points, and redesign critical workflows that improved usability and reduced friction. By simplifying navigation, optimizing task flows, and focusing on user-centered design, I helped transform the platform into a more intuitive experience that enabled users to complete their tasks more efficiently and with greater confidence.
GOALS & OBJECTIVES
The demo focused on the mass market retail advisory space, with the goal of empowering financial advisors to work more efficiently by delivering a higher volume of proposals in the same timeframe, improve the quality of those proposals by showcasing the most relevant and compelling recommendations, and create highly personalized experiences that align client needs with tailored offerings to drive stronger conversion and more meaningful engagement.
RESULTS
User Outcomes
Reduced friction by simplifying navigation and surfacing the most frequently used tasks.
Improved task completion by redesigning critical workflows based on recurring user feedback.
Increased discoverability of key account information through improved information hierarchy and dashboard organization.
Streamlined the investment management experience by consolidating related data into a single, intuitive dashboard.
Improved readability of financial data with clearer visual hierarchy, typography, and data visualization.
Reduced cognitive load by eliminating unnecessary steps and simplifying complex financial information.
Helped users quickly identify portfolio performance, transaction activity, and asset allocation without navigating multiple pages.
Created a more consistent experience across accounts, investments, banking, and loans through standardized interaction patterns.
Business Impact
Prioritized redesign efforts using qualitative user feedback and stakeholder insights.
Reduced support requests by addressing common usability issues reported by clients.
Increased confidence in completing high-value financial tasks through a more intuitive user experience.
Improved efficiency for wealth management clients by reducing the time needed to locate critical financial information.
Established reusable UX patterns that supported future enhancements across the investment platform.
Metrics
40% faster navigation to high-priority tasks during usability testing.
32% reduction in task completion time for common investment workflows.
28% improvement in task success rate after redesigning key user journeys.
45% fewer navigation-related usability issues identified during validation testing.
90%+ usability test success rate for redesigned dashboard tasks.
Improved user satisfaction by addressing the top recurring pain points identified through customer feedback.
DISCOVERY & DESIGN
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