Designing a platform that connects the user to a financial advisor is the unique design opportunity. First of its kind platform, had a lot of unknowns. Designing for such unknowns requires the different approach. In the early phase of a product discovery, we realized sometimes being lazy and finding shortcuts works.
Customer journey map was the first design artifact produced in this project that helped the team not only to see the high-level picture but also helped us to align on the common design problem we wanted to tackle first.
One of the problems users were facing was setting the context. What should I ask a financial advisor? Users were hesitant to initiate the conversation with a financial advisor.
The tool for advisors was as important as customer-facing app but more complex. The primary goal of this advisor tool was to help prioritize conversation and respond to the users as quickly as possible.