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Client Experience Strategy
Product Description
CenterPoint is the B2B risk management platform for two major business lines. It provides the primary digital experience for Financial Institution. There's opportunity to grow the depth of those experiences and sharpen them to be more useful to the user base and more valuable to our business.
The platform provides a single access point to various products and services. To the user, the complexity of data flows and integrations is hidden behind a simplified experience. They see the data from almost a dozen different databases from both internal and external 3rd party systems presented in a streamlined UI layer.
The success of the experience came from a careful balance within the product trio. Engineering, UX, and Product worked together to advocate for the best possible result considering the numerous constraints and targeted outcomes. This ongoing product trio partnership continues to deliver value by improving the client experience in ways that make our business better.
Scale
~1700 Enterprise Clients
~19k Active Users
6 Products
2 Business Lines
Enabling ~$350M in Annual Revenue
Context
The client's digital experience was not at the forefront of innovation as the company grew. But with that growth came a greater recognition of the need for enhancing the client's experience in ways that could help us scale the operational foot print.
The first set of challenges were around improving the user experience. The targeted outcomes were to reduce the need for re-training and modernize the layout to streamline task completion and increase efficiency. We accomplished this through a complete redesign prioritizing UX best practices.
Conducting market research through methods like client interviews, competitive analysis, and win/loss analysis helped me understand how the client experience must evolve. Using these market insights, I created a Client Experience Strategy that set the direction across the enterprise.
The Client Experience Strategy extends beyond the current platform and products built upon it. My vision is to create a new home for all client experiences for the entire product portfolio. The value proposition of those will be delivered through interwoven workflows and features in service of the user's jobs to be done.
By creating modern workflows that enable self-service we'll improve the experience in ways that reduce email and phone inquiries, leading to operational cost reduction. By creating robust 2-way API integrations across the Financial Institution's broader tech ecosystem, we'll enable our clients to connect to the full suite of risk management products and services. These integrations will increase client efficiency and improve our client retention rates. Self-serve, real-time data visualization tools will enable clients the transparency and visibility to make informed decisions further differentiating our offerings.
