Reducing Client’s Onboarding Time for Wealth Managers

Overview

Nedbank’s wealth advisers juggled five disconnected tools to onboard clients and manage R15 bn in Assets Under Advice. I led the end‑to‑end redesign of their staff portal, consolidating workflows into a single dashboard that cuts manual data look‑ups by 70 % and lays the foundation to double AUA within four years

Business Goals

Increase client efficiency
Manage leads more effectively
Double the size of the business in the next 4 years.

Design Goals

Understand the WM process and pain points, and identify gaps.
Design a system to effectively resolve pain points.
Utilise the staff portal as an operational dashboard for the Wealth Management team
For Version 1, create a foundation for integration to other systems from staff portal

ATG Research

Research was done by speaking to the the team, carrying our user interviews and learning about on already curated information from the business analyst.

I had a first research meeting with Steyn, who is a Wealth Management Executive along with other members of the ATG squad. Findings from the meeting help me understand the different user personas, which are broken down into 4 categories:

	Personas	Persona Description
1	Advisers	Convert leads into investment clients
2	Assistants	Assist advisers with routine tasks like documentation, background checks etc
3	Client	Individuals that utilise the services of the advisers e.g investments, etc
4	Advise Principals	Wealth management executives that oversees the business

I carried out user interview sessions with some members of the Wealth management team to help me understand their goals, daily activities, current processes, and pain points.

Summary From Base Research

Adviser (primary)

“Most of my day is admin – I’d rather be advising.”