Refinitiv - SaaS App

Improving the customer experience for one of the world’s largest providers of financial markets data and infrastructure.

Refinitiv-office

Services I provided
- User experience design
- Wireframe & prototype design
- Information architecture
- Heuristic analysis
- Competitor analysis
- Concept Application design
- Modular UI design
- Template design

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The client

Refinitiv, an LSEG (London Stock Exchange Group) business, is one of the world’s largest providers of financial markets data and infrastructure. With $6.25 billion in revenue, over 40,000 customers and 400,000 end users across 190 countries, Refinitiv is powering participants across the global financial marketplace.

Refinitiv provide information, insights, and technology that enable their customers to execute critical investing, trading and risk decisions with confidence. By combining a unique open platform with best-in-class data and expertise. They do this by drawing on cleaner, richer, more readily accessible data to support the use of advanced technologies like AI and machine learning, that help their customers gain greater insight, fuel more rapid innovation, and successfully navigate this time of unparalleled change.


The challenge

Following the merger between Thomson Reuters and Blackstone, Refinitiv was formed. I was asked to transition over to Refinitiv to help shape and improve the customer experience for their Finance and Risk clients, developing and continuing to introduce new features to the customer self serve portal.

The task at hand was to transform how Refinitiv engaged with self-service customers by providing a seamless and consistent user experience across the logged-in experience, establishing a clear vision for 'MyAccount', which leveraged the significant capabilities that the OpenWeb, Adobe Experience Manager (“AEM”) and Salesforce platforms offer to deliver a high degree of personalisation based on unique customer requirements.
 
As well as this, I needed to drive efficiencies throughout the self-service tasks and increase customer satisfaction, retention and new sales opportunities.

Solution

I collaborated with internal stakeholders, both on and offshore development teams, and with various Data & Analytics teams to gain the best user and market insights, in order to enhance the portal to provide our key accounts with actionable insights necessary for them to make informed decisions.

I led a design team that revamped Refinitiv's client management web application. We brought a fresh perspective on how to deliver a faster and simpler user experience, and successfully introduced a new user interface and design language to showcase client usage and data, as well as Refinitiv's extensive product catalogue. 



The client

Refinitiv, an LSEG (London Stock Exchange Group) business, is one of the world’s largest providers of financial markets data and infrastructure. With $6.25 billion in revenue, over 40,000 customers and 400,000 end users across 190 countries, Refinitiv is powering participants across the global financial marketplace.

Refinitiv provide information, insights, and technology that enable their customers to execute critical investing, trading and risk decisions with confidence. By combining a unique open platform with best-in-class data and expertise. They do this by drawing on cleaner, richer, more readily accessible data to support the use of advanced technologies like AI and machine learning, that help their customers gain greater insight, fuel more rapid innovation, and successfully navigate this time of unparalleled change.


The challenge

Following the merger between Thomson Reuters and Blackstone, Refinitiv was formed. I was asked to transition over to Refinitiv to help shape and improve the customer experience for their Finance and Risk clients, developing and continuing to introduce new features to the customer self serve portal.

The task at hand was to transform how Refinitiv engaged with self-service customers by providing a seamless and consistent user experience across the logged-in experience, establishing a clear vision for 'MyAccount', which leveraged the significant capabilities that the OpenWeb, Adobe Experience Manager (“AEM”) and Salesforce platforms offer to deliver a high degree of personalisation based on unique customer requirements.
 
As well as this, I needed to drive efficiencies throughout the self-service tasks and increase customer satisfaction, retention and new sales opportunities.

Solution

I collaborated with internal stakeholders, both on and offshore development teams, and with various Data & Analytics teams to gain the best user and market insights, in order to enhance the portal to provide our key accounts with actionable insights necessary for them to make informed decisions.

I led a design team that revamped Refinitiv's client management web application. We brought a fresh perspective on how to deliver a faster and simpler user experience, and successfully introduced a new user interface and design language to showcase client usage and data, as well as Refinitiv's extensive product catalogue. 

old-myaccount_platform

One of the main pain points communicating by customers was the complexity of interfaces in which they had to navigate. The previous 'MyAccount' portal linked to a number of different systems which caused confusion and frustration, due to inconsistent design patterns,  different UI design components, numerous logins, etc.

MyR_dashboard

Research & Strategy 

Refinitiv's existing customer dashboard was rigid and slow – preventing them from accurately capturing and managing the complexities and needs of their clients that range from SME's to large, Fortune 500 organisations.
 
Our strategy phase involved solving IA and hierarchy issues, migrating functionality and features, planning new modules, and reviewing the whole client ecosystem.

CJMapping

After reviewing the materials Refinitiv provided, speaking to stakeholders and reviewing analytics I analysed the usability of the current My Account experience to identify primary use cases, document current functionality, evaluate ease of use, and to understand user needs.

We also conducted a number of workshops with various stakeholders within the business to understand various parts of the customer journey, from onboarding to raising support tickets and beyond.

We profiled the user groups and mapped out user journeys to ensure that the experience that we were creating was streamlined and tasks were easy to be accomplished.

e-billing_userflow

User Research

We started the process by talking to existing clients & customer success managers. We ran rounds of customer interviews and usability test sessions to understand users’ needs, expectations and behaviours.

We needed to understand what attracted customers to purchase financial solutions, how they were managing their company's usage, validate some assumptions and get insights on key usability problems and areas for improvement. 

We used these outputs to further the development of our user personas, allowing us to refine our client segmentation to enhance our ability to serve a more efficient, and personlised experience.

I created a series of documents to share and communicate with stakeholders and executives within Refinitiv, aligning expectations as well as allowing various stakeholders to input into our process also.

UR-Approach
UR-context
"I continuously ran usability testing sessions to identify any potential issues the user might have navigating the interface and iterated the initial designs"

Impact

I created wireframes and a clickable prototypes that we tested with users. This includes changes to the layout, functionality and page flows.
 
With the help of my design team, we created a modular UI design system and style-guide to allow the product to scale gracefully without becoming unusable. This gives the marketing & product team the flexibility to work in an iterative process and make improvements to the interface regularly.

portfolio-Usage
portfolio-billing

The result

I helped to deliver an Enterprise Wide Single Authenticated client portal, which offered:

  • A personalised experience for the individual, with adaptive layout, content, capability.
  • A single front door to our products and services online
  • Built-in cross and up-sell
  • Improved usability, mobile responsiveness and brand aligned.
  • A flexible space to continue to build e.g. Supporting Eikon Gateway.
  • In product re-usability through Help App.

 

On top of this, the portal has won a number of awards. At the Services Forum Innovation Awards in London, the portal won:  

  • Winner - Best Product Development B2B
  • Winner - Judges’ Special Award, Best B2B
  • Commendation - Best Customer Interaction and UX
     

The awards recognise "innovation in financial services that delivers tangible benefits to both consumer and provider” and were up against some amazing brands including Lloyds, Bank of Ireland, Aviva, Atom Bank, MetLife, TSB to name just a few.

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