Journey Mapping for Trust Beneficiaries
To address the content misalignment, I led a discovery
phase focused on the unique journey of a Trust Account
holder. We identified key "moments of need," such as
quarterly distribution reviews, expense tracking, and
adding/removing beneficiaries.
Key Insight: The user's primary question is not
“How much did my investment grow?” but “How
much money is currently available to spend, and
when is the next payment due?”
Result: The Journey Map highlighted a critical gap:
the existing platform forced users to calculate
"available to spend" by navigating past investment
performance charts. This justified the shift to a
"Value Over Time" content strategy focused on
current balance, upcoming disbursements, and recent
transactional activity.
Design Solution & Execution
Content Hierarchy Shift: From Growth to Distribution
The centerpiece of the redesign was a new hierarchy. We
moved away from a complex performance chart on the
main screen, replacing it with clear, data-rich snippets.
Primary Data: Focused on Current Balance and
Available Principal, with available data
showing the amounts ready for distribution.
• Secondary Card: Dedicated to Upcoming Financial
Events, specifically highlighting the next few
Outgoing Payments (Trust disbursements) with
clear dates and amounts. This directly addressed the
user's need for "when is my money coming?"
Aligning to the Design System (Repeatable Patterns)
As a Associate Vice President UX Design, a core focus was ensuring
scalability and consistency with the design system and ClientWorks platform/
Component Usage: Every element, from the navigation links to the datavisualization cards,
utilized established components from the Design
System. This included adopting the standard Data
Grid for transaction history, adding sub data to the table
for trust as entity and multiple owners.
• The Trust Member Tile: A new, repeatable pattern
was created to show other members of the trust
account (name, role, and contact method), which
could be reused on sub-pages like Trust
Governance. This ensured that the platform
consistently communicated the relationship structure
of the account.
3. Key Dates and Visibility
We integrated a Timeline Component to highlight crucial
administrative dates, which was a major pain point
previously.• Critical Dates: The timeline showed dates for
Annual Trust Reviews and upcoming large
distributions, giving the user foresight.
• Purpose: This feature reduced inbound calls to Trust
Officers asking about administrative deadlines,
directly improving operational efficiency.
✅ Outcomes & Impact
The redesign of the Trust Account Summary page
successfully transformed it from a data repository into an
actionable dashboard.
• Reduced Cognitive Load: Surveys indicated a 35%
improvement in users' ability to quickly find
"Available Balance" and "Upcoming Payment
Dates."
• Increased Feature Adoption: We saw a significant
increase in the use of the direct links to Transfer
Funds and View Portfolio, validating the new
information architecture.
• Improved Efficiency: By using established Design
System components and creating reusable patterns
for Trust Member Display and Key Dates, the
engineering team estimated a 25% reduction in front-
end development time for future feature additions.In summary, this project showcased my ability to drive
strategic content decisions through user research
(Journey Mapping), facilitate cross-functional
alignment (Workshops), and execute scalable designs
by rigorously applying and contributing to the
corporate Design System.