Insurance, Retirement & Wealth
Advancing annuity withdrawal experiences
UX design and research supported expanded annuity withdrawal journeys, a new financial-professional-initiated experience and a closer connection between design and engineering.
The challenge
An insurance organization was expanding one-time and recurring annuity withdrawal experiences while introducing a withdrawal journey initiated by financial professionals. The work required alignment across product, engineering, business advisors and UX, alongside attention to usability and design quality.
JSR’s role
JSR’s UX practitioner collaborated across those teams to shape withdrawal experiences, create logic flows, user flows and prototypes, and develop a research plan with the UX research team. The work also included heuristic evaluations, UX reviews and quality-focused research into differences between Figma designs and the implemented experience.
The contribution
The engagement supported the launch of a new withdrawal experience initiated by financial professionals. Design artifacts supported product demos, internal documentation and engineering understanding. UX reviews identified friction points contributing to longer associate call times, and quality research informed advocacy for a component playbook to improve design-to-development consistency.
Creative expertise in practice.
Annuity experience design
Expanded one-time and recurring withdrawal journeys through collaboration with product owners, engineers, business advisors and the UX team.
Flows, prototypes and shared understanding
Created logic flows, user flows and prototypes for documentation, knowledge sharing and product demos, helping engineering understand the intended experience.
Research and service usability
Partnered with UX researchers on a withdrawal research plan and evaluated an internal customer service platform to identify friction affecting associate call times.
Design quality and consistency
Investigated gaps between Figma design intent and implementation, advocated for a component playbook and promoted UX practices aligned with the client’s design system.
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