Thomson Reuters Wealth

Overview

Wealth Management associates were spending an average of 2.5 hours per day navigating between disconnected tools to complete routine tasks. The research goal was to understand the full workflow — not just the pain points — to identify where a redesigned experience could have the greatest impact.

I conducted 14 semi-structured interviews with associates across three regional offices, supplemented by a week of contextual inquiry observing live workflows. Findings were synthesized through affinity mapping into six core themes, which were then translated into a set of design principles that guided the subsequent redesign sprint. Key insight: associates had developed elaborate workarounds that masked the true severity of the underlying information architecture problems.