Hospitality-First Wealth Management Experience
Leaders win by defining—and consistently delivering—great experiences for customers and employees. For this to happen, design teams need to focus on designing the entire journey. By fusing hospitality principles with AI-driven orchestration, I reimagined arrival, welcome, discovery, and onboarding across branches and online channels. Clients feel known; teams feel enabled.
Service Design
Wealth Management
2024
1. Confident Start, Human-First
Before the meeting, the advisor sends a brief, personalized video to introduce themselves, set expectations, and build pre-meeting confidence.
2. Partnership Seating: Together, By Design
Side-by-side consultation spaces put client and advisor on the same team—replacing across-the-table dynamics with a shared view and a felt sense of togetherness.
3. Living Plan Wall: Shared Clarity in Real Time
An interactive digital wall models financial journeys in real time, giving the client and advisor a single shared view to explore scenarios, align on information, and decide together.
4. Scenario Builder: What-Ifs, Made Tangible
AI-enabled simulations—using simple sliders for contributions, retirement age, and risk—give the client and advisor a shared, real-time view to see how choices change the plan together.
