Designing for
confidence and trust

ABOUT FIDELITY

Fidelity helps over ~40 million people feel more confident in their most important financial goals, manages employee benefit programs for nearly 23,000 businesses, and supports more than 3,600 advisory firms with innovative investment and technology solutions to grow their businesses.







KEY ACTIVITIES
01.
Conduct competitor research / document best-practices.		      
02.
Create prototypes to validate
ideas and conduct user testing.
03.
Drive design from wireframes to polished visual designs.		      


PROBLEM

Fidelity's login screen offered too many links resulting in many locked accounts and thousands of calls to the help desk.


OPPORTUNITY

We had an opportunity to increase customer satisfaction and reduce customer support costs by simplifying the login experience for millions of users.


RESPONSE

As the UX lead, I was responsible for:

  • Leading design review meetings to advocate design concepts and rationale to multiple stakeholders.
  • Expanding concepts into detailed flows (e.g. registration, reset password)
  • Creating a prototype for user testing.
  • Designing a consistent login experience that spans across Fidelity.com, Netbenefits, and eWorkplace.
  • Working closely with product, engineering, copy and research to design an intuitive, accessible, and frictionless login experience.

OUTCOME

Authentication rates have increased by 4% for each 1% improvement, Fidelity saves approximately $1.5 million dollars annually.


DELIVERABLES
  • Competitive analysis
  • Use cases
  • Prototype for user testing
  • Visual designs
  • Design specs

Moving from wireframes into polished visual designs.

Moving from wireframes into polished visual designs. Moving from wireframes into polished visual designs.

Moving from wireframes into polished visual designs.
KEY METRICS

4%+

Increase in authentication rates.

            

$1.5M+

Savings/year for each 1% improvement.


TESTIMONIAL

"Hugo was assigned to my project and on his first day, we shipped him off to Salt Lake City to attend a 3 day requirements session. He was on the hook for a HUGE project. He jumped right in and made contributions immediately. He is diligent and detail oriented, can juggle multiple balls in the air, and always has the client's satisfaction front and center."

Next: Designing for fintech

© Hugo Faustino