Summary
Northwestern Mutual (NM) clunky e-signature experience frustrated both clients and advisors. These important, time-sensitive documents were, surprisingly, not stored anywhere on NM’s client website, meaning client’s relied on email to locate their documents and take appropriate action.
Through a series of interviews, I discovered that advisors were also frustrated, mainly because they often wasted time reminding clients to sign documents they had already sent. Adding to client’s frustrations was the fact that they had to re-authenticate their identity via MFA each time a new document was sent. The experience was far from ideal.
Project Details
Company: Northwestern Mutual
Project Date: 2023
Activities: Wireframes, Information Architecture, Content Design, User Flows, UX Writing, Workshop Facilitation, Subject Matter Expert Interviews, Research
Working with a large team that spanned many departments across the enterprise—a challenge in its own right and a first for the company—I helped create a new Signature Center page that collects eligible documents in one place on NM.com.
Aside from content design and UX writing, other notable activities I executed during the project included:
- Defined content requirements
- Conducted subject matter expert interviews and other background research
- Created and facilitated a lexicon workshop
- Restructured part of NM.com’s IA to add new page and allow for future scaling
- Conceived URL, search meta data and site placement of new page
- Lobbied successfully to bring in Marketing on the project
- Collaborated with product designers on user flows
The new Signature Center experience reduces clients’ reliance on email, boosts usability and adds transparency to the e-signature process. Advisors also appreciate the new workflow and storage area because document completion rates have soared.
Full Story
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