Goal
Create a digital note-taking experience to help advisors capture customer information more efficiently — improving compliance, reducing manual effort, and keeping conversations natural.
Digital Data Capture
Discovery
Advisors relied on handwritten notes and Word documents, then manually entered data into the system — a slow, error-prone process that disrupted the customer experience.
Exploration
I ran a kick-off workshop to align the team, define the problem, and explore digital capture ideas.Through ideation and sketching, we developed concepts that balanced usability, compliance, and seamless integration. As a result of the workshop we defined the following Problem statement:
"Advisors spend a long time with customers providing the advice, the process is linear and feels like an un-natural scripted conversation. How can we reduce the time it takes to complete the application and provide customers with an exceptional advice journey tailored to their needs, so they can make an informed decision on their mortgage application whilst remaining compliant ?"
Challenge
Introducing digital tools risked disrupting the natural flow of advisor meetings. I worked closely with another designer and technology teams to iterate solutions that fit within existing systems and design standards.
Testing
Working with a researcher the prototype was validated with advisors. Over 80% of participants preferred the integrated approach, finding it smoother and more intuitive.
Outcome
I left the project to go on a career break. The final concept has moved into production with minimal changes.