NBC
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NBC
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NBC
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SUPER
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A trust-building advisor UX
A trust-building advisor UX
NBC’s outdated wealth management platform slowed advisors down and eroded trust. With 850+ advisors across orgs, poor UX risked billions in AUM, and top talent was leaving.
NBC’s outdated wealth management platform slowed advisors down and eroded trust. With 850+ advisors across orgs, poor UX risked billions in AUM, and top talent was leaving.
$6B
Improvement in AUM (+6%)
27%
Increase in advisor CSAT
+3%
Rise in financial advisor retention
$6B
Improvement in total AUM (+6%)
27%
Increase in overal financial advisor CSA
+3%
Rise in financial advisor retention
The content of this case study is my own and does not represent the views of NBC or Valtech. Details have been modified to comply with my NDA.
DISCOVERY
Uncovering advisor attrition drivers
Uncovering advisor attrition drivers
We identified platform gaps through user interviews and benchmarking.
We identified platform gaps through
user interviews and benchmarking.
•
•
"It’s a hassle to find resources for my clients."
"It’s a hassle to find
resources for my clients."
•
•
"I prefer using my own site to share my services."
"I prefer using my own site
to share my services."
•
•
"It’s hard to see why I should stay with the NBC."
"It’s hard to see why I
should stay with the NBC."
Interviewing 9 advisors revealed critical pains and frustrations. Responses signaled disengagement and early signs of attrition.
Interviewing 9 advisors revealed critical pains and frustrations. Responses signaled disengagement and early signs of attrition.
Reviewing Canada’s top 5 investment banks showed how much better competitor's UX was. It made switching an easy choice.
Reviewing Canada’s top 5 investment banks showed how much better competitor's UX was. It made switching an easy choice.
STRATEGY
Moving fast by focusing on what mattered most
Moving fast by focusing on what mattered most
Moving fast by focusing on what mattered most
Time was limited, so we prioritized 3 high-impact solutions. I addressed both individual advisors and team workflows.
Time was limited, so we prioritized 3 high-impact solutions. I addressed both individual advisors and team workflows.
Time was limited, so we prioritized three high-impact solutions. I addressed both individual advisors and team workflows.
1/3
1.
I remapped the IA to simplify navigation and surface key resources faster. I validated the new IA with NBC stakeholders to ensure alignment with business goals.
2/3
2.
I led an ideation workshop to explore how UX could support mentorship, growth, and internal mobility. This made NBC a place advisors wanted to stay.
3/3
3.
I redesigned microsites so advisors could tailor how they showcased expertise. This reinforced trust and brand cohesion.
1/3
1.
I remapped the IA to simplify navigation and surface key resources faster. I validated the new IA with NBC stakeholders to ensure alignment with business goals.
2/3
2.
I led an ideation workshop to explore how UX could support mentorship, growth, and internal mobility. This made NBC a place advisors wanted to stay.
3/3
3.
I redesigned microsites so advisors could tailor how they showcased expertise. This reinforced trust and brand cohesion.
1/3
1.
I remapped the IA to simplify navigation and surface key resources faster. I validated the new IA with NBC stakeholders to ensure alignment with business goals.
2/3
2.
I led an ideation workshop to explore how UX could support mentorship, growth, and internal mobility. This made NBC a place advisors wanted to stay.
3/3
3.
I redesigned microsites so advisors could tailor how they showcased expertise. This reinforced trust and brand cohesion.
1/3
1) I rebuilt the IA to simplify navigation and surface key resources faster. I then validated the new IA with stakeholders to ensure alignment with business goals.
2/3
2) I led an ideation workshop to explore how UX could support mentorship, growth, and internal mobility. This made NBC a place advisors wanted to stay.
3/3
3) I redesigned microsites so advisors could tailor how they showcased expertise. It reinforced trust and brand cohesion.
With no time for full testing, I kept us moving with focused feedback loops. To stay on track, I ran targeted feedback rounds instead of traditional testing:
VALIDATION
Replacing full testing with rapid feedback loops
Replacing full testing with rapid feedback loops
Replacing full testing with rapid feedback loops
With no time for full testing, I kept us moving with focused feedback loops. To stay on track, I ran targeted feedback rounds instead of traditional testing:
With no time for full testing, I kept us moving with focused feedback loops. To stay on track, I ran targeted feedback rounds instead of traditional testing:
5 advisors → Validated IA, microsites, and career tools.
5 advisors → Validated IA, microsites, and career tools.
5 advisors → Validated IA, microsites, and career tools.
4 stakeholders → Ensured business alignment and surfaced secondhand insights.
4 stakeholders → Ensured business alignment and surfaced secondhand insights.
4 stakeholders → Ensured business alignment and surfaced secondhand insights.
ITERATION
Turning feedback into targeted UX improvements
Turning feedback into targeted UX improvements
Turning feedback into targeted UX improvements
I created modular microsites to support the need for solo and team profiles.
I created modular microsites to support
the need for solo and team profiles.
I used component variants to balance personalization with platform consistency.
I added collapsible sections to simplify dense data and keep details accessible.
I added collapsible sections to simplify
dense data and keep details accessible.
I designed advisor cards and improved filtering to help clients find advisors faster.
HANDOFF
Built for scale, ready for rollout
Built for scale, ready for rollout
Built for scale, ready for rollout
After refining, I delivered a fully restructured platform. It was now scalable, polished, and advisor-firs.
After refining, I delivered a fully restructured platform. It was now scalable, polished, and advisor-firs.
After refining, I delivered a fully restructured platform. It was now scalable, polished, and advisor-firs.
Redesigned all core platform pages.
Redesigned all core platform pages.
Redesigned all core platform pages.
Reusable components built on NBC’s design system.
Reusable components built on NBC’s design system.
Reusable components built on NBC’s design system.
Full-spec handoff docs with interaction details.
Full-spec handoff documentation.
Full-spec handoff docs with interaction details.
1/3
2/3
3/3
1/3
2/3
3/3
TAKEAWAYS
Closing NBC's gaps in trust, tools, and talent
This wasn’t a UI refresh, it was a strategy-first overhaul that reshaped financial advisor UX
Career growth and autonomy are UX levers, not just HR perks.
Fast feedback beats perfection driving alignment with rapid iteration.
Modular systems don’t just enable flexibility, they build system trust.
TAKEAWAYS
Closing NBC's gaps in trust, tools, and talent
This wasn’t a UI refresh, it was a strategy-first overhaul that reshaped financial advisor UX
Career growth and autonomy are UX levers, not just HR perks.
Fast feedback beats perfection driving alignment with rapid iteration.
Modular systems don’t just enable flexibility, they build system trust.
TAKEAWAYS
Closing NBC's gaps in trust, tools, and talent
This wasn’t a UI refresh, it was a strategy-first overhaul that reshaped financial advisor UX
Career growth and autonomy are UX levers, not just HR perks.
Fast feedback beats perfection driving alignment with rapid iteration.
Modular systems don’t just enable flexibility, they build system trust.
TAKEAWAYS
Closing gaps in trust, tools, and talent
This is just a preview! The full case study dives deeper into trade-offs, design decisions, and strategic insights.
Want the full story?
Message me
This is just a preview! The full case study dives deeper into trade-offs, design decisions, and strategic insights.
Want the full story?
Message me
This is just a preview! The full case study dives deeper into trade-offs, design decisions, and strategic insights.
Want the full story?
Message me
This is just a preview! The full case study dives deeper into trade-offs, decisions, and strategic insights.
Wanna hear the full story?
Message me
The content of this case study is my own and does not represent the views of NBC or Valtech. Details have been modified to comply with my NDA.
A trust-building advisor UX
NBC’s outdated wealth management platform slowed advisors down and eroded trust. With 850+ advisors across orgs, poor UX risked billions in AUM, and top talent was leaving.
DISCOVERY
Uncovering advisor attrition drivers
We identified platform gaps through user interviews and benchmarking.
•
"It’s a hassle to find resources for my clients."
•
"I prefer using my own site to share my services."
•
"It’s hard to see why I should stay with the NBC."
Interviewing 9 advisors revealed critical pains and frustrations. Responses signaled disengagement and early signs of attrition.
Reviewing Canada’s top 5 investment banks showed how much better competitor's UX was. It made switching an easy choice.
TAKEAWAYS
Closing gaps in trust, tools, and talent
This wasn’t a UI refresh, it was
a strategy-first overhaul that reshaped financial advisor UX
Career growth and autonomy are UX levers, not just HR perks.
Fast feedback beats perfection, it drives alignment with rapid iteration.
Modular systems don’t just enable flexibility, they build system trust.
TAKEAWAYS
Closing NBC's gaps in trust, tools, and talent
1/3
2/3
3/3