Making it easier to protect your family
Between one-half and two-thirds of American adults don’t have a will. As part of the Estate Planning team, our focus was on educating customers about the different tools available for estate planning. The team included two project managers, one product manager, a ux designer, and me the visual designer.
When I first joined the Estate Planning team, the process of getting a will wasn’t an ideal experience. We treated every customer the same. There was an immediate need to do a better job of identifying how the customer feels about the estate planning process and how educated they are in it to provide the best guided experience.
We aimed to simplify the experience by providing a better recommendation based on user’s levels of understanding.
Current customers face a confusing post purchase experience. They land on the My Account page which doesn’t clearly inform users what to do next in order to fully execute their estate plan.
Within the dashboard provide next steps and guided assistance for finishing the entire EP process.
There are around 20 pages in the EP ecosystem dedicated to education. Customers bounce around these pages, learning, but frequently not making progress.
Simplify the experience by providing better, more personalized education that helps customers move forward.