✷ Charles Schwab

Launching a welcome page experience for over 3 million clients.

The launch of the welcome page experience I contributed to was for “dual account holders”, clients who have linked banking and brokerage accounts with Charles Schwab. 

Because I joined near the MVP launch for this experience, my initial role consisted of co-leading user testing to validate the designs were free of major usability issues. This later evolved into me leading research and strategy to make informed design decisions, aimed at improving the help banner in order to reduce the need for call transfers.  

**Please note, some details of this project are under NDA. If you are curious in learning more, please reach out.**

Timeline: 1 month
Scope: Research & Strategy, Web Design

Problem Space

User Pain Point

The help banner on the welcome page lists 2 unique phone numbers dual account holders can call if they needed customer support: one addressing banking account questions, and the other addressing brokerage account questions. The original design made it difficult for clients to differentiate between the numbers; if clients call the wrong number there's a delay in getting proper assistance, leading to growing frustrations. 

90% of participants tested, struggled to differentiate between the two phone numbers in the help banner.

Business Goal

OKR: Reduce client support call transfers by x%.

Improve the help banner to ensure clients can clearly differentiate between the two phone numbers, in order to reduce the need for call transfers. 

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Addressing the Problem

For more information on my process, please reach out directly.

Early Iterations & Explorations

I translated the user problem into a user need; provide sufficient details so that users can effectively differentiate between the 2 numbers on the help banner. Design iterations incorporated the requirement to accommodate for a responsive layout. 

Final Design

I was able to successfully convince cross-functional partners to redesign the help banner which ultimately tested positively, and was integrated into the MVP launch without any delays to the timeline. Ultimately the welcome page experience was launched to over 3 million customers.

Impact

“Reina took the lead and built the study with additional tasks that would prove to provide valuable data for supporting the banner” (UX Lead)