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User Testing

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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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.