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Erik Taylor

Dec 06
Love0

WFG Home Sandbox

By Uncategorized

Solution / Overview

The solution centered on reimagining the WFG agent portal to create a tailored, impactful digital experience that empowered users to navigate their workflows more efficiently. By integrating user-centered design principles, the project addressed key pain points and offered a solution that was intuitive, personalized, and productivity-focused.

Key Features of the Solution:

  1. Interactive Dashboard: A redesigned homepage with a focus on accessibility, task prioritization, and role-based customization.
  2. Personalized Content: Sections that adapt to the user’s role—licensed agents gained quick access to sales tools, while senior agents could efficiently oversee team metrics.
  3. Streamlined Navigation: Improved layouts and tool placements made essential resources easy to find, reducing time spent searching and increasing productivity.
  4. Customized Design System: A unique design system tailored to WFG’s branding and functionality requirements ensured consistency and usability across the platform.

This comprehensive redesign reflected the unique needs of WFG’s agents while fostering productivity, user satisfaction, and engagement. By listening to users and iterating on feedback, the solution transformed frustration into empowerment, helping agents achieve their goals with ease and confidence.

Collaborating on a Research-Driven Approach

While the project’s direction was set before I joined, our team identified opportunities to conduct key research, including user interviews and usability tests, to refine the design. Working together, we ensured the final solution aligned with user needs, demonstrating my ability to contribute to impactful, user-centered design in a collaborative environment.

Based on insights gathered during research and testing, the following metrics were established as key indicators of the redesign’s potential success. These targets represent the outcomes expected to address the challenges identified during the project:

  1. Task Completion Rate:
    • Aiming for a 95% task completion rate to ensure users can easily navigate the portal and complete key tasks with minimal friction.
  2. User Engagement:
    • Setting a goal for a 20% increase in weekly logins, reflecting improved usability and user motivation to interact with the portal regularly.
  3. User Satisfaction:
    • Targeting a 75% satisfaction rate, indicating a significant positive response to the tailored, intuitive design.
  4. Net Promoter Score (NPS):
    • Aspiring to achieve an NPS of 40+, signifying users’ likelihood to recommend the portal to colleagues due to its effectiveness and personalization.

These metrics were not measured yet but were defined as aspirational goals, informed by user research, competitive analysis, and usability testing. They serve as benchmarks for the ongoing project and guide the iterative improvements to ensure the final solution delivers maximum value to users.

Problem

The WFG agent portal was unintuitive and inefficient, with essential tools hard to find and no personalization, leading to frustration, reduced productivity, and low engagement.

3 Key Decisions

  1. Conduct In-Depth Research: Focused on user interviews and usability tests to identify pain points.
  2. Develop a Tailored Design System: Created a consistent, scalable system aligned with WFG’s needs.
  3. Prioritize Personalization: Designed role-based dashboards for better task prioritization and ease of access.

Process

  1. Research: Gathered insights from user interviews, surveys, and usability tests.
  2. Prototyping: Created and tested wireframes and high-fidelity prototypes.
  3. Iteration: Refined designs based on feedback to improve usability and functionality.
  4. Customization: Built a unique design system to ensure consistency and scalability.

Lessons from the WFG Agent Portal Redesign

Redesigning the WFG agent portal reinforced the power of user-centered design. Direct user engagement uncovered critical pain points, while iterative testing ensured the final product met real needs. Developing a tailored design system demonstrated how customization enhances usability and aligns with business goals.

Collaboration was key, enabling us to balance user needs with objectives and create role-specific features that boosted engagement and productivity. This project was a reminder that impactful design stems from empathy, research, and teamwork—creating experiences that truly matter.

Final Thoughts

This project highlights my commitment to user-centered design, collaboration, and delivering impactful solutions tailored to user needs. If you’re looking for a designer who thrives on turning challenges into meaningful experiences, let’s connect and explore how I can bring value to your next project.

Nov 19
Love0

Driving Adoption and Engagement with IBM’s Digital Sellers Guidebook

By IBM, Product Owner, Seller Enablement

Solution Oveview

To address IBM’s challenge in adopting its new Cognitive Sales Advisor platform, I led the creation of the Digital Sellers Guidebook (DSGB). Built on WordPress, the guidebook became a centralized resource integrating training materials, product information, and video content tailored to sellers’ and managers’ needs. This user-centered solution significantly improved adoption rates and transformed how IBM’s sellers accessed critical information.

Success Metrics

  • Increased platform adoption: A noticeable uptick in Cognitive Sales Advisor usage among both managers and sellers.
  • Executive recognition: The guidebook was praised as IBM’s most comprehensive internal resource for sellers.
  • Sustained engagement: Content expansion supported new initiatives and adapted to evolving user needs.

The Problem

IBM’s Cognitive Sales Advisor platform was designed to enhance the sales process, but adoption rates were low. Sellers, focused on closing deals, viewed the platform as an additional burden rather than a helpful tool. Managers, despite incentives to promote it, lacked the engagement and resources to effectively demonstrate its value. This created a significant barrier to adoption across the organization. A comprehensive, user-friendly solution was needed to provide sellers and managers with the tools, training, and support required to integrate the platform into their daily workflows.

Key Decisions

User-Centered Approach

Involving sellers and managers directly in the design process to understand their pain points and workflows.

Tool Familiarity

Leveraging WordPress, a platform that allowed easy integration with existing IBM tools.

Centralized Information

Designing a one-stop-shop solution with robust search capabilities and intuitive navigation.

Process

  • Research and Analysis
    To understand the barriers to platform adoption, I conducted stakeholder interviews with sellers and managers. These sessions revealed key pain points: high cognitive load, limited time for training, and a lack of clear, accessible resources. I also analyzed existing workflows and tools to identify opportunities for integration.
  • Content Strategy
    Based on the research, I developed a content strategy that prioritized user needs. This included:

    • Product Pages: Detailed overviews of features, benefits, and seller testimonials to quickly convey value.
    • Knowledge Base: Segmented articles tailored to general users, enterprise sellers, and other specific roles.
    • Video Library: Organized recordings of training sessions and meetings, searchable by user goals.
  • Prototyping and Testing
    Using wireframes and interactive prototypes, I tested the guidebook’s usability with key user groups. Feedback from these sessions informed improvements in navigation, content layout, and search functionality.
  • Development and Launch
    I collaborated with developers to build the guidebook on WordPress, ensuring seamless integration with existing IBM tools. After thorough QA testing, the guidebook was launched as a centralized resource for sellers and managers.
  • Iterative Updates
    Post-launch, I continued to gather feedback and expand the guidebook’s content to support new initiatives and adapt to evolving user needs. This iterative process ensured the guidebook remained relevant and effective over time.

Learnings

  1. The Importance of User Involvement
    Engaging users early in the design process provided invaluable insights into their pain points and needs. By including sellers and managers in interviews and testing sessions, we were able to design a solution that genuinely resonated with them, driving adoption and satisfaction.
  2. Cognitive Load Matters
    Simplifying workflows and reducing the cognitive burden were critical to the guidebook’s success. Sellers and managers were more willing to adopt the platform when it felt intuitive and didn’t interrupt their primary focus: closing deals.
  3. Iterative Design is Key
    The iterative approach—building prototypes, gathering feedback, and making improvements—ensured the guidebook addressed real-world challenges. Continuous feedback loops enabled us to fine-tune features and keep the resource relevant post-launch.
  4. Effective Content Strategy Drives Engagement
    Providing tailored content, organized for different user roles and needs, significantly improved usability and engagement. A one-size-fits-all approach would not have worked in such a diverse user environment.
  5. Collaboration Enhances Outcomes
    Working closely with cross-functional teams, including developers and stakeholders, allowed for seamless implementation and alignment with business objectives. This collaboration ensured the guidebook met both user and organizational needs.

These learnings have strengthened my approach to user-centered design and reinforced my commitment to creating solutions that balance user needs with business goals.

Final Thoughts and Impact

The Digital Sellers Guidebook project was a rewarding experience that reinforced the importance of user-centered design in solving real-world challenges. By involving end-users, simplifying workflows, and iterating based on feedback, we were able to create a solution that not only met business goals but also became a trusted resource for sellers and managers. This project highlighted my ability to lead complex initiatives, prioritize user needs, and deliver impactful results. I’m excited to bring the same focus and dedication to future projects that bridge the gap between business objectives and user experiences.

Nov 19
Love0

Boosting Advisor Efficiency With a Renovated Navigation Experience

By Prototyping, Transamerica, User Testing, UX Research

Solution Oveview

The WFG Single Portal – Global Navigation Redesign project aimed to create a more efficient, user-friendly experience for licensed WFG agents. The redesigned global navigation system prioritized essential tools, simplified the menu structure, and optimized the experience for mobile devices. This streamlined approach allowed agents to quickly access the resources they need, increasing productivity and improving overall satisfaction.

Success Metrics

Although the project is still in progress and full metrics have not yet been realized, success is being guided by research-backed goals. From the outset, the team set measurable targets based on user needs and pain points identified through extensive research. These goals include:

  • A notable increase in task completion rates as a result of simplifying the navigation system.
  • Higher agent engagement driven by the reduced complexity and improved access to frequently-used tools.
  • Improved agent satisfaction, particularly regarding the reduction in clicks needed to access key resources.
  • Optimized mobile usage, with an emphasis on enhancing the experience for agents who rely on mobile devices for their daily tasks.

The Problem

Licensed WFG agents faced significant challenges with the existing portal’s global navigation. The navigation was cluttered, with too many links and subcategories, making it difficult for agents to quickly access the essential tools they needed. Mobile users, in particular, found the portal difficult to navigate, which hindered their productivity while on the go.

Key Decisions

Simplified Navigation

By eliminating unnecessary links and organizing tools based on frequency of use, the navigation was streamlined to reduce the number of clicks needed to complete tasks.

Mobile Optimization

Given the high usage of mobile devices by agents, a major focus was placed on ensuring the redesign would offer a seamless experience across both desktop and mobile platforms.

User-Centered Design

Through extensive research and feedback from agents, we defined clear goals that addressed their primary needs, including faster access to tools like Commissions and Client Management.

Problem Statement:

“Licensed WFG agents face difficulty accessing key tools quickly due to a cluttered and inefficient global navigation system, leading to reduced productivity and frustration, particularly on mobile devices.”

Process

The project began with user research, where we conducted interviews and surveys with WFG agents to identify their pain points and gather insights on how the current navigation was impacting their workflow. Based on these insights, we set research-backed goals and proceeded with design and prototyping, developing several design concepts focused on simplifying navigation and improving mobile accessibility.

Next, we conducted usability testing with agents to evaluate the prototypes. This iterative process allowed us to refine the designs based on real-world feedback, making adjustments to enhance both desktop and mobile usability. After finalizing the design, we moved into implementation, closely monitoring user feedback to refine the system further before full rollout.

Quotes from the Research

“I feel this is friendlier. This one would be easier to teach my recruits.”

“This one is better than Concept A...better because it's more aligned to how people see the business. I just want to see how to manage / grow my business. It's more conducive to what I'm trying to do.”

"I like the other one better. People will have negative reaction to change."

Learnings

Although full metrics are still pending, we’ve already learned valuable insights during the process. User feedback has been crucial in shaping the design, confirming the importance of simplifying the navigation and reducing unnecessary clicks. The mobile optimization proved to be a key success factor, as agents who rely on mobile devices reported significant improvements in their ability to access resources efficiently. One key learning was the need for change management—while many agents appreciated the improved functionality, some initial resistance to the new design was noted. However, as agents adapted, the overall response became increasingly positive.

Final Thoughts and Impact

As the project continues, the next steps include gathering additional feedback through full MVP testing and closely monitoring the success metrics as they begin to materialize. We’ll continue refining the navigation system based on ongoing feedback, with plans for a broader rollout once the effectiveness of the redesign is fully validated.

Nov 18
Love0

Transforming the WFG Agent Experience: A User-Centered Redesign

By Prototyping, Transamerica, User Testing, UX Research

Solution / Overview

The solution centered on reimagining the WFG agent portal to create a tailored, impactful digital experience that empowered users to navigate their workflows more efficiently. By integrating user-centered design principles, the project addressed key pain points and offered a solution that was intuitive, personalized, and productivity-focused.

The previous design (left) was cluttered and made it difficult for advisors to access their most-used tools and information efficiently. The redesigned version (right) streamlines the experience, providing critical resources with minimal friction.

Key Features of the Solution:

  • Interactive Dashboard: A redesigned homepage with a focus on accessibility, task prioritization, and role-based customization.
  • Personalized Content: Sections that adapt to the user’s role—licensed agents gained quick access to sales tools, while senior agents could efficiently oversee team metrics.
  • Streamlined Navigation: Improved layouts and tool placements made essential resources easy to find, reducing time spent searching and increasing productivity.
  • Customized Design System: A unique design system tailored to WFG’s branding and functionality requirements ensured consistency and usability across the platform.

This comprehensive redesign reflected the unique needs of WFG’s agents while fostering productivity, user satisfaction, and engagement. By listening to users and iterating on feedback, the solution transformed frustration into empowerment, helping agents achieve their goals with ease and confidence.

Collaborating on a Research-Driven Approach

While the project’s direction was set before I joined, our team identified opportunities to conduct key research, including user interviews and usability tests, to refine the design. Working together, we ensured the final solution aligned with user needs, demonstrating my ability to contribute to impactful, user-centered design in a collaborative environment.

Based on insights gathered during research and testing, the following metrics were established as key indicators of the redesign’s potential success. These targets represent the outcomes expected to address the challenges identified during the project:

  • Task Completion Rate: Aiming for a 95% task completion rate to ensure users can easily navigate the portal and complete key tasks with minimal friction.
  • User Engagement: Setting a goal for a 20% increase in weekly logins, reflecting improved usability and user motivation to interact with the portal regularly.
  • User Satisfaction: Targeting a 75% satisfaction rate, indicating a significant positive response to the tailored, intuitive design.
  • Net Promoter Score (NPS): Aspiring to achieve an NPS of 40+, signifying users’ likelihood to recommend the portal to colleagues due to its effectiveness and personalization.

These metrics were not measured yet but were defined as aspirational goals, informed by user research, competitive analysis, and usability testing. They serve as benchmarks for the ongoing project and guide the iterative improvements to ensure the final solution delivers maximum value to users.

Problem

The WFG agent portal was unintuitive and inefficient, with essential tools hard to find and no personalization, leading to frustration, reduced productivity, and low engagement.

3 Key Decisions

  1. Conduct In-Depth Research: Focused on user interviews and usability tests to identify pain points.
  2. Develop a Tailored Design System: Created a consistent, scalable system aligned with WFG’s needs.
  3. Prioritize Personalization: Designed role-based dashboards for better task prioritization and ease of access.

Process

  1. Research: Gathered insights from user interviews, surveys, and usability tests.
  2. Prototyping: Created and tested wireframes and high-fidelity prototypes.
  3. Iteration: Refined designs based on feedback to improve usability and functionality.
  4. Customization: Built an ad-hoc, unique design system to ensure consistency and scalability.
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Screenshot+2024-11-14+at+11.47.51 PM
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User+Needs
MyWFG+Home+Page+Brainstorm+-+Frame+8

Learnings

Redesigning the WFG agent portal reinforced the power of user-centered design. Direct user engagement uncovered critical pain points, while iterative testing ensured the final product met real needs. Developing a tailored design system demonstrated how customization enhances usability and aligns with business goals.

Collaboration was key, enabling us to balance user needs with objectives and create role-specific features that boosted engagement and productivity. This project was a reminder that impactful design stems from empathy, research, and teamwork—creating experiences that truly matter.

Final Thoughts

This project highlights my commitment to user-centered design, collaboration, and delivering impactful solutions tailored to user needs. If you’re looking for a designer who thrives on turning challenges into meaningful experiences, let’s connect and explore how I can bring value to your next project.