The problem

ARM as a product had different platforms to use their services which include investments, pension, trustees and real estate, processing millions of naira a year. This was a hassle for the business and consumers navigating one products different but related services on multiple platforms.

Backstory

The new product needed to be a truly scalable platform. This meant launching new API, rewriting the codebase, and creating new designs integrating all the features.

This also meant designing in a way that would allow the developers migrate millions of payments from the old products - without removing any features they relied on. It had to be done in a way that let the old data live in the new world

The mission

The aim was to create ARM ONE, a unified experience for clients and also encourage cross selling to attain maximum profit for the business.

I worked in the first agile team in the companies existence, working in a design team of two to lead design and product strategy, where we collaborated with marketing and customer experience to build a valuable product.
For mvp we decided to target our highest consumer market, and worked on integrating invesments and pensions on the web portal, and adding more services as we progress.

We also had to keep in mind that majority of our consumers were middle aged to elderly, thus our solution had to be especially easy to digest

The right solution

The problem here was that in trying to create something for all users. we risked helping no one.

It was important to inject a point of view into the product, this meant a lot of user research.
We met with potential and existing customers, spoke with marketing, sales and customer experience and went over analytics and ran usability tests on our design decisions

Some insights gathered which helped guide our design decisions:

With these insights and key design principles, we decided to focus on integrating our biggest consumers first. Within these are different scales of consumption, allowing for a much broader solution.

One dashboard for all

We began by incorporating our mvp products unto the platform, displaying their balance across boards, access to insights and related products to improve cross selling on the platform. Easy access to managers to help with onboarding, and tool tips to improve understanding.

Analyse your products

Now users could get deeper insights on their products, with detailed information showing its progress over time

Utilise payment options

There were now multiple payment options to choose from, improving the experience and thus retention

Improving interest

Now there are detailed descriptions of other products not in use by a particular customer, with detailed information, current trends, and the option to purchase the products

The tour guide

In creating the omnichannel, it was important to consider users might get confused no matter how simple the interface, hence we put tour guides across features, with a constant cta letting them take a tour as many times as they choose.