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Led end-to-end design for complex financial transaction experiences, shaping workflows, interaction patterns, and scalable UX foundations.
Worked closely with CX teams, engineering, legal, business stakeholders, and design systems partners throughout discovery and delivery.
Enterprise retirement platform redesign focused on investment exchanges across responsive experiences.
Increase participant confidence while reducing friction in complex financial transactions and supporting long-term platform modernization.
Participants navigating investment exchanges faced fragmented experiences, inconsistent transaction patterns, and complex terminology, increasing cognitive load and reducing confidence during important financial decisions.
At the same time, the organization was modernizing broader retirement experiences, creating a need for scalable interaction patterns capable of supporting future transaction types across channels.
Exploring how scalable transaction patterns, clearer guidance, and simplified workflows could improve participant confidence while supporting broader modernization initiatives.
The redesign was part of a broader effort to modernize retirement experiences, starting with investment exchanges as an opportunity to establish clearer workflows and scalable interaction patterns for future transactions.
The approach focused on reducing complexity, increasing participant confidence, and creating reusable foundations supporting long-term platform evolution.
Before our team joined, the broader program had already started defining the transaction ecosystem and modernization strategy.
• Early transaction concepts and routing approaches
• Initial platform architecture and migration planning
• Alignment with the platform design system
Our team reviewed and aligned with this work to ensure consistency across the platform.
Working within the Account Management team, we collaborated with product, engineering, CX, and compliance partners to understand the transaction ecosystem and define requirements for the exchange experience.
• Reviewed the legacy exchange flow
• Identified participant friction points
• Defined scope for the first platform release
User testing helped reveal how participants interact with exchanges in real scenarios.
• Participants often leave the flow to research investment details
• Complex account hierarchies create confusion
• Step-based progression improves confidence during financial decisions
These insights helped guide the structure of the redesigned flow.
The team explored multiple interaction models and iterated on prototypes to reduce complexity in the transaction experience.
• Tested different structures for navigating account hierarchies
• Introduced step-based progression to reduce cognitive load
• Developed responsive designs across desktop, tablet, and mobile
The experience is currently moving through cross-functional reviews and phased delivery.
• Reviews with product, engineering, CX, and design system teams
• Accessibility and compliance validation
• Gradual handoff of approved components for development
The exchange experience will be introduced in phases, starting with the initial platform migration and expanding to support additional transaction types.
Understanding how participants navigate investment exchanges helped identify opportunities to simplify decision-making, improve clarity, and reduce friction throughout the experience.
Landing page
Account Selection
Exchange Out
Exchange In
Review Transaction
Confirmation
The redesign focused on creating clearer transaction experiences while establishing scalable patterns capable of supporting broader modernization efforts across retirement products.
Break complex transactions into guided steps supporting clearer decisions.
Provide context, summaries, and progressive disclosure before important actions.
Create reusable patterns supporting future money movement experiences.
Improve usability while aligning with enterprise, legal, and design system requirements.
The redesign focused on reducing cognitive load, increasing participant confidence, and establishing scalable transaction patterns capable of supporting future retirement experiences.
By restructuring complex decisions into guided workflows, the experience shifted from fragmented interactions toward clearer and more confident financial decision-making.
The transaction journey now begins with clearer context and guided entry points, reducing friction before decision-making starts.
Before
Result: Fragmented start to transactions
After
Result: More confident transaction setup
Investment selection was restructured into smaller, guided steps that reduce cognitive load and improve clarity throughout the exchange process.
Before
Result: Higher effort and lower confidence
After
Result: Simplified investment decisions
Clearer summaries and review states help participants confirm decisions before completing transactions.
Before
Result: Higher risk of uncertainty before submission
After
Result: More informed and confident completion
The investment exchange redesign establishes foundations extending beyond a single transaction flow. Future work continues across broader retirement experiences, supporting additional transaction types, channels, and evolving participant needs.
Areas under exploration include:
Designing thoughtful, scalable digital experiences. Let’s design something meaningful together.
rhardodesign@gmail.com
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