Co-creating a gamechanging central tool for a digitally-enabled advisor workforce

A worldwide financial services company were quick to identify the need for digital transformation at the beginning of the COVID-19 pandemic, and wanted to work in collaboration with MAKE to transition their advisor support tools into a singular, digital platform to seamlessly support their employees and clients.

This project presented an exciting opportunity to address the complexity of existing digital tools and legacy technology that supported advisors’ day-to-day work, combining these into an exciting new platform to help provide an even better advisor—and therefore customer—experience.

Over the course of four weeks, we worked in collaboration with the team at our partner’s offices to create and test potential and capabilities of the new digital platform with each Asian market in focus.

Making full use of the expertise and support of the Regional Office team, and combining this with each market’s product owners and advisors, we identified a vision and priorities for a path forward that would deliver an industry-leading support platform and streamline internal operations. 

Throughout the Design sprint, our MAKE team embraced and integrated Human-Centred ways of working to develop awareness and advocacy around our partner’s markets, ultimately helping to instil the Design Thinking mindset as a means to solve any business problem.

Our solutions relied on collaboration with their team, from  co-creation sessions that created  buy-in from key stakeholders and together envisioned what a digital future could look like, to co-testing sessions where we worked closely with local advisors enabling them to feel more at ease and provide necessary feedback.

Following this, we mapped the ideal journey of the customer experience through a new digital landscape and showcased how our proposed MVP solved the business’ challenges.

Our work supported our partner’s leadership team to move through the COVID-19 pandemic with greater ease, with a new shared vision and understanding of how to deliver large, transformative and innovative ideas across their wider Asian markets.

Our research added a greater qualitative depth to previously gathered insights and surfaced new features for the game changing platform that will positively impact advisors, managers and clients well into the future.