Prudential already had an online public-facing website that allowed customers to apply for term life insurance in a self-service environment. The next phase was to provide an in-bank version of the web-based service which would allow client Bankers to assist their customers in buying term life insurance.

Challenges

Because of the complex Banker/Customer process in the in-bank environment, we needed to:

• Identify workflow deltas between the customer self-service and banker-assisted models
• Integrate the Banker-oriented application so that would be functionally seamless with the existing public site
• Reconcile Customer Acquisition with Post-Issue support,
• Liaise with marketing design team to deliver direct marketing messages
• Design an application that was stylistically seamless with the "public" customer self-service site

Solutions

We provided a range of "across the board" services to this engagement:

Identify, record and reconcile business needs that were unique to the in-Bank environment

Liaise with and identifystakeholders to resolve practical issues

Extensive prototype modeling (including task-oriented workflows)

Design management

Administrative Management

TCS identified one of the unanticipated challenges of this project: Prudential needed to provide effective management tools for the Bank administrators.

We worked with the business side to help identify necessary business rules and then modeled a set of screens to handle these additional processes in a flexible, scalable fashion.

Business Requirements, Design Specifications, Information Architecture, Personas, Demo Site

The success of this new design mandate rested squarely on the "ease of use" factor.

Financial Business Applicationpage models, navigation, workflow & business rules for customer self-service & "goal-oriented" site, documentation, reconcile with back-end processes, customer-centricity, define behavioral coding, CSS & information architecture, telecommute