Envestnet University
A Learning hub that provides a single source of e-Learning for clients
Envestnet is a fintech company that provides unified wealth management technology. Keeping internal and external clients up to date about feature enhancements is paramount to having a healthy financial ecosystem, that’s why its important for advisors to know how to navigate our platform throughout its constant changes.
Problem: Proactively reduce client help tickets and help the customer experience team with tickets, Provide a single source of elearning for our clients and address the growing needs of the Envestnet Platform. Envestnet University is another part of the platform that allows users to increase knowledge, ease of use, user satisfaction, user adoption and retention. It is a brand new part of Envestnet’s line of products so it will have to be started from scratch.
Solution: A learning hub that encompasses all of our shifting and reskins to our platform.
Role: Experience Designer
Team: Experience Designers
Timeline: Q4 2022
Technology Used: Figma
Envestnet University intentions:
Stop client tickets
Firm and user onboarding
Client usage analytics
Zendesk integration opportunities
Audience
New firms being onboarded to the ENV platform
New users at existing firms or users who have changed roles, have increased permissions, etc.
Existing clients who need a refresher
Internal employees being onboarded to the company or a new role
Internal employees who need a refresher
Initial Design
Since this project was created from scratch there was no example to go based off of however, the goal was to get the learning hub to have the same look and feel of our platform with slight differences to not have our users think they were using the envestnet platform. Using the design system already implemented to springboard off of I was able to create 3 iterations of the hub and using stakeholder and senior designers feedback I was able to implement them into a final piece. Envestnet University had to combine gamification and simulations of our new proposal platform to enhance there understanding but also retain knowledge.
Challenges
In terms of UX, it was especially important to make sure that the user understands what to do and where to go. In terms of LX, it was important for the user to grasp the information and challenge them a little bit. This combination led to creating a meaningful path that users could take and if they veered off course there was feedback that directed them in the path they needed to take.
Successes
75% active participation in elearning support for onboarding
70% completion rate
Client firms with active elearning participation during onboarding log an average of 50% fewer tickets than clients that opt-out
