Designing for the Service Ecosystem
Work
Digital Integration
Role
Product design & strategy
Delivery Cycle
8 months
Goal
Delegated browsing, or participant experience as the users knew it, was a way for plan sponsors to view into the participants digital experience. This allowed sponsors to view the participant experience generally exactly as a participant would.
More than a navigation tool, this created a stronger service model. Instead of sponsors having to troubleshoot from the sidelines, they could see the same experience as the participant and provide more direct, informed support.
1
Entering delbrow- employee profile
Gatekeeps and indicators
2
Inside the delbrow experience- Loans and contributions
"Sometimes our customers aren't by a computer, having something where I can see their experience is helpful because I can give them really clear directions and describe the screens for when they get home." -Vanguard RM
"This is extremely useful in our daily interactions with customers helping them navigate the site." -Vanguard CSE
Impact
Lets Talk
If you'd like to learn more about this project feel free to contact me.
Sarahavekotte@gmail.com