TIAA Advice Challenge
Increase retirement readiness of TIAA’s plan participants by delivering industry-leading connected experiences informed by user needs.
Timeframe: 3 months
Team: 2 CX Leads (Accenture + TIAA), 1 Service Designer, 6 UX/UI Designers
Role: CX Lead
Our Approach
We started by hosting a vision workshop to inspire the team and build alignment across groups (Business, CX and tech) to work towards a shared vision. Additionally we wanted to generate a bank of ideas that will create meaningful outcomes to inform the way we shape the target state for Accumulation advice.
The workshop included a panel where we brought in key industry leaders from both Accenture and TIAA to answer a series of question around where they see advice heading in the next 10 years
Next the team took ideas out of the workshop and started to draft concept cards to take to users.
Once ideas were articulated through low fidelity visual sketches we conducted focus groups with a variety of plan participants to understand what would be the most valuable to them in terms of understanding and planning for their retirement.
After testing, we were able to narrow down concepts to a select few and draft a service blueprint inclusive of the user journeys, research insights, business process and high level capabilities to pressure test how it all comes together for further buy in.
Outputs
Five concepts to lay the foundation for the future of education and advice
Retirement Journey Planner reimagines the foundation for all advice, allowing users to get step-by-step instructions doing a little (or a lot) at a time to get on track
Scenario builder provides participants a way to play with the various aspects of their retirement strategy while seeing the potential impact and contemplate future scenarios.
Field view serves as the advisors platform allowing all TIAA financial consultants to offer easy advise and mimics the self-serve flow of journey planner
Before & After maximizes meetings with Financial Consultants by identifying goals, financial background, and expectations ahead of time.
Modular advice is a new service offering allowing participants 5min or less advice on a single aspect of the strategy (contributions, asset allocation or retirement age)
