Northern Trust sought an updated digital experience for its Investment Operations Outsourcing (IOO) division to cater to the diverse needs of three key stakeholder groups: internal teams, external clients, and sales & relationship teams. A pivotal objective of the new digital platform was to elevate the customer experience significantly, transitioning from a reactive to a proactive approach in how clients perceive IOO staff, and enhancing staff responsiveness.

During my tenure at Inspire11 consulting with Northern Trust, I led a team of researchers and designers through a comprehensive process. This involved conducting in-depth research interviews with IOO staff, executive stakeholders, and clients, followed by collaborative ideation sessions with subject matter experts to develop iterative concepts and wireframes. Subsequently, we crafted visual designs aligned with Northern Trust's design system.

Collaborating closely with Inspire11's technical lead and Northern Trust's tech team, we formulated a strategic roadmap for the successful launch of the enhanced IOO platform.