Charles Schwab

Schwab is a leading financial institution providing a full range of brokerage and financial advisory services through its operating subsidiaries. As the influence of personal technology began to bleed over into consumer expectations in their B2B relationships, Schwab wanted to reassess how it was delivering advisory services to continue to ensure a positive client experience.

With the goal of architecting the core wealth management journey, and mapping the needed technologies to support it, we began a 3-month design thinking effort that involved aligning 30+ Schwab employees (branch leaders up to executives), rapid prototyping of a proposed solution and testing with key user groups.

Over that 3 month period, I led a cross-functional team of Schwab executives, business management and technology consultants through a series of discovery interviews and in-person design thinking workshops that used insight from remote interviews to define the future state journey for new and existing clients. Along the way we identified and mapped the required technologies and features to each touch point to understand scope and level of effort for implementation.

The final result was an integrated system that married experiences for both planners and their clients across platforms. This integrated prototype was then tested across a wider range of planners and clients to validate direction and solidify a multi-year product roadmap. The output of this project was also able to secure funding for implementation from C-level executives.