Incorporated in the year 2000 in Singapore, iFAST Corp provides a comprehensive range of investment products and services to financial advisory firms, financial institutions, banks, multinational companies, as well as retail and high net worth investors in Asia.
Redesigning a legacy Business-to-Business (B2B) platform that have been around for 12 years. iFAST B2B is designed to cater to the specialized needs of over 50 financial advisory (FA) companies, financial institutions, banks, and multinational companies, which provide wealth management solutions for financial advisor assisted clients.
Start by thinking about how the B2B platform has been used before. A deep understanding of the existing user experience is necessary to make good decisions about which aspects of modern platform design should be incorporated. The marriage of the old (1.0) and new (3.0) will create the foundation for a grand vision of iFAST.
As Lead UX Designer on this project, we invited the real users who use our legacy system every day to understand their user journey and challenges of their daily routine as a financial advisor. We believed in order to design an advisor-centric system, we must include them in the process by capturing their feedback and insights.
01 - User Interview
Interviewed 18 financial advisors from 10 financial advisory companies in Kuala Lumpur, Malaysia.
Focuses on understanding user behaviors, needs, and motivations through observation techniques, task analysis, and other feedback methodologies.
It is a process of understanding the impact of design on an audience.
Usability testing is a technique used in user-centered interaction design to evaluate a product by testing it on users.
All the issues found will be separately verified and described in detail during the preparation of the UX Research report.
Analyze the User Experience of iFAST B2B system.
Understand the View Holdings, Transaction and other processes.
Understand user preferences.
Collect user ideas about iFAST B2B interface improvement.
02 - Persona & User Role
Excel Grid with main user information and findings of every interviewee's information, requests, observations are consolidated into one excel sheet in order to have immediate access to interview results and for future results analysis.
Financial Advisor - helps clients to invest, monitor their investment and report to the client periodically about the investment performance and necessary actions as well as recommendations.
Support Administrator - works as backend support/centralized administrator to support the whole Financial Advisor (FA) team.
03 - Major Findings
04 - Old System Heuristics Evaluation
Problems with legacy systems—those that have been around for a long time, perhaps before user interface design was even a consideration—go way beyond the user experience. Redesigning a legacy system is like an archeological dig, forcing a designer to push the limits of creativity within very specific boundaries—respecting what exists while imagining what can be.
05 - Information Architecture & Tasks Prioritisation
The New iFAST B2B Platform
Launched in September 2019
Profit & Loss
Post UX Design's Key ROI Areas
reduction in clicks to place a transaction during initial testing
increase in customer satisfaction and brand loyalty