Case studies

Selected work

Showing 3 case studies in FinTech.

• FinTech

  Commercial bank journey mapping

  Client ·

  Wells Fargo Commercial Banking · via Mindlance

  Role ·

  Sr. Service Designer

  Back-office servicing costs were ballooning through compounding contract errors from acquisition through disposition — and no one had a shared map of where the loss was actually happening.

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• FinTech

  Retail brokerage accessibility

  Client ·

  Wells Fargo Advisors

  Role ·

  Insights & Empathy Research Lead

  Brokerage product was migrating internally with security and accessibility as quiet risks — easy to defer, expensive to inherit.

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• FinTech

  HNW & UHNW secret-shopper acquisition research

  Client ·

  Wells Fargo Advisors · Marketing

  Role ·

  UX Researcher, Marketing partnership

  Marketing needed sharper signal on what was actually converting (and quietly losing) high-net-worth and ultra-high-net-worth prospects on the public brokerage website — and what kept existing clients from deepening the relationship.

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