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Open Architecture Calculator

Group 1001 - IMO Product Division
Senior UX Designer
6 months
Team: Product Manager, 2 Engineers, Data Analyst, Actuarial Team, Legal

Transformed a phone-dependent fund reallocation process into a comprehensive self-service digital platform, empowering clients to perform hypothetical calculations, access educational resources, and lock in rates independently. This strategic initiative eliminated friction in financial decision-making while reducing operational overhead and improving client satisfaction.

01 The Challenge

Agent-Dependent Financial Planning

Our IMO product clients faced significant barriers when considering fund reallocation decisions. The existing process required clients to call our support center and work directly with agents to understand potential outcomes of their investment changes, creating bottlenecks and limiting access to critical financial information.

Pain Points

  • Operational Bottleneck

    • 73% of fund reallocation inquiries required multiple phone calls
    • Average call duration of 28 minutes for complex calculations
    • Agent availability constraints limited client access during market hours

  • Decision-Making Friction

    • Clients couldn't explore scenarios independently or at their own pace
    • No ability to compare multiple allocation strategies side-by-side
    • Rate information and projections only available during business hours
    • Market timing constraints limited when changes could be executed

  • Knowledge Gap

    • Lack of educational resources for self-guided learning
    • Clients felt unprepared to make informed reallocation decisions

  • The Scale of the Problem

    • 28 minutes Average call duration for calculations
    • 73% Inquiries requiring multiple calls
    • 34% Abandonment rate due to process complexity
    • $2.3M - Annual support costs for calculation requests

02 The Solution

Comprehensive Self-Service Financial Platform

We designed and developed an integrated platform that combines powerful calculation tools with educational resources, empowering clients to make informed fund reallocation decisions independently. The solution provides real-time calculations, scenario modeling, contextual learning, and rate-locking capabilities within an intuitive digital experience.

Key Features

  • Interactive Reallocation Calculator

    • Real-time projection of fund reallocation outcomes
    • Dynamic visualization of performance scenarios with filterable graphs
    • Historical account value tracking and analysis
    • Comparative analysis tools for multiple allocation strategies

  • Integrated Learning Center

    • Comprehensive educational resources for external users
    • Video tutorials and step-by-step guides
    • Interactive glossary with financial term definitions
    • Contextual help throughout the calculation process

  • Real-Time Market Integration

    • Live NYSE market data integration for accurate pricing
    • Market hours awareness with clear timing constraints
    • Intelligent scheduling for optimal execution timing
    • Real-time rate updates reflecting current market conditions

  • Self-Service Rate Locking

    • Ability to secure favorable rates without agent assistance
    • Market-aware rate locking with expiration tied to trading hours
    • Clear rate expiration timelines and terms
    • Streamlined confirmation and documentation process

  • Contract Management Integration

    • Contextual tooltips and explanations for complex terms
    • Unified view of all client contracts and policies
    • Seamless navigation between calculation and contract details

03 The Process

Strategic Design Journey

Our 24-week process involved extensive research, collaborative design thinking, and iterative testing.

Key Design Decisions

  • Progressive Complexity Architecture

    Designed the platform to start with simple, high-level information and reveal complexity gradually. This approach allows users to engage at their comfort level while providing pathways to deeper understanding and more sophisticated analysis.

  • Integrated Learning Experience

    Rather than creating separate educational content, we embedded learning opportunities directly into the calculation workflow. Contextual tooltips, inline definitions, and just-in-time tutorials provide education exactly when users need it most.

  • Visual Confidence Building

    Used professional data visualization, clear typography, and consistent interaction patterns to instill confidence in the financial calculations and projections. Every visual element reinforces the platform's reliability and accuracy.

  • Market-Aware User Experience

    Designed the interface to clearly communicate market timing constraints without creating anxiety or confusion. Users receive real-time feedback about when their changes can be executed, with clear explanations of market hours and optimal timing strategies. The system gracefully handles after-hours scenarios by allowing users to schedule changes for the next trading day.

  • Seamless Ecosystem Integration

    Ensured the calculator felt like a natural extension of the existing IMO platform rather than a separate tool. Users can move fluidly between calculations, contract details, and educational resources without losing context or progress.

Steps

  • Research & Discovery (4 weeks)

    Stakeholder interviews and process analysis
    ‍    Conducted extensive interviews with support agents, product managers, actuaries, and clients to understand current pain points and identify opportunities for digital transformation. Analyzed call center data to understand common calculation patterns, frequently asked questions, and client educational needs. Mapped the existing phone-based process to identify critical decision points and information requirements.

  • Information Architecture (6 weeks)

    User flows and system integration
    Designed intuitive user flows that guide clients through complex financial calculations without overwhelming them. Worked closely with actuaries, data analysts, and market data engineers to ensure calculation accuracy while maintaining user-friendly interfaces. A critical challenge was architecting flows that accommodate NYSE market constraints - users needed to understand when their changes could be executed and how market timing affected their calculations. Created progressive disclosure patterns that reveal complexity gradually, including market timing implications.

  • Visual Design (6 weeks)

    Interface design and educational integration
    Developed clean, professional interfaces that instill confidence in financial decision-making. Created sophisticated data visualizations that make complex projections accessible to non-expert users. Designed an integrated learning system that provides contextual education without disrupting the calculation workflow. Established consistent design patterns across calculator, learning center, and contract management features.

  • User Testing (4 weeks)

    Testing with real client scenarios
    Built interactive prototypes using actual client data to test calculation accuracy and usability. Conducted moderated testing sessions with existing IMO clients to validate both the self-service approach and educational content effectiveness. Tested the learning center with users of varying financial literacy levels to ensure accessibility and comprehension.

  • Implementation (4 weeks)

    Development and system connectivity
    Collaborated with engineering to integrate complex actuarial calculations into the user interface while maintaining real-time performance. A major technical challenge was integrating live NYSE market data feeds to ensure calculations reflected current market conditions and trading constraints. Ensured seamless connection with existing rate systems, contract databases, client authentication systems, and real-time market data APIs. Conducted thorough testing across different client scenarios, contract types, calculation complexity levels, and various market conditions including after-hours and weekend scenarios.

04 The Impact

Measurable Success

The open architecture calculator platform delivered significant improvements across user experience, operational efficiency, and business metrics.

Measurable Items

  • 78% of clients successfully completed calculations independently
  • 4.2 minutes average time to complete basic calculations (vs. 28-minute phone calls)
  • 92% user satisfaction with self-service experience
  • 67% reduction in basic terminology questions to support agents
  • $12M additional assets under management from increased reallocation activity
  • +15% client retention rate improvement
  • +23% agent availability for complex advisory services