FinTech
Retail brokerage accessibility
- Client ·
- Wells Fargo Advisors
- Role ·
- Insights & Empathy Research Lead
Context & challenge
Brokerage product was migrating internally with security and accessibility as quiet risks — easy to defer, expensive to inherit.
Approach & key decisions
Validated core workflows with B2C users, expanded methodology to include user-ecosystem thinking and inclusive design, and embedded weekly UXR stands inside agile delivery.
Outcome
Built stakeholder credibility for design research in a product-driven org, and stood up a participatory advisor panel between retail and full-service brokerage.
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