Overview of project
The Design System
Employee Portal B2C
Employer Portal B2B
Customer Support
One System with
Three Portals
Four years at an inherited B2B2C retirement platform. Grew into the systems and cross-portal work — B2C accounts, B2B employer sponsorship, internal ops tooling. Token architecture and product flows across all three.
My summary of the project
The challenges & problems of the older portal
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TRANSCRIPT
Role
Product Designer
Project
B2B2C Retirement Services platforms
White labeled
FinTech
Scope
Owned the platform for accountholders, helped establish the employer portal, and supported the customer support portal
Problem
The platform didn’t adapt across viewports, but the bigger problem was that it didn’t adapt to how users actually think. Workflows were built around the system’s logic, not the user’s mental model.
Impact
75% drop in call volume within two quarters of launch.
365K accounts on the platform, up from 30K.
$22M Series C raised.
Morningstar partnership integrated live financial data directly into the platform.
OneAmerica came on as an enterprise client.
Compliance errors dropped. CS went from reactive to preventative.
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My Trips
Tokyo Adventure
Oct 15 - 28, 2024
Upcoming: Departure to Tokyo
HND
• Flight JL12 | Oct 15, 10:30 AM
• Confirming with boarding pass
Today’s Itinerary (Wed, Oct 16)
1
Shinjuku Gyoen National Garden
10:00 AM
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Navigate
2
Ramen at Ichiran
1:00 PM
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Map
Bookings
Confirmed
✈ Flights (Oct 15 - 28)
🏨 Hotel (Hotel Gracery)
Travel Expenses