Vanguard | My Site

UI CASE STUDY

PROBLEM

Designing the "Open an Account" Feature for Vanguard’s Mobile App

DURATION

4 Days

07/25/22 - 07/28/22

Discovery and Research

OVERVIEW

Enable users to open an account directly on Vanguard’s mobile app, enhancing accessibility and aligning with user expectations for mobile-first financial solutions.

Problem Statement

Stakeholder Engagement:

Conducted interviews with key stakeholders, including product managers, customer service representatives, and compliance officers.
Goals:
- Understand business objectives and constraints.
- Align on regulatory requirements and ensure compliance.
- Gather insights on user pain points from customer service feedback.

User Research

Methods: Surveys and user interviews.
- Target audience: Existing and potential Vanguard users.
- Sample size: 50 participants, including both mobile and web users.
Findings:
- 78% of users preferred to complete financial tasks on mobile devices.
- Users found switching between mobile and web disruptive and time-consuming.
- Concerns about security and data privacy were prominent.

Competitive Analysis

Reviewed account-opening processes on competitors’ mobile apps (e.g., Fidelity, Charles Schwab).
Identified best practices, such as:
Streamlined multi-step processes.
Clear progress indicators.
Integration of secure document uploads.

WIRE FRAMES

Conclusion

Although the project was not deployed, it provided valuable insights and a scalable framework for future implementation. Key learnings included:

User-Centered Design: Continuous user feedback was critical in refining the process.
Stakeholder Collaboration: Early alignment ensured compliance and feasibility.
Iterative Testing: Multiple testing cycles significantly improved usability and confidence.

By addressing a significant user need, this project laid the foundation for a more seamless and mobile-friendly Vanguard experience.