Open-Architecture Calculator

IMO product clients had to call support every time they wanted to explore fund reallocation. The bottleneck was expensive on every axis: $2.3M annual support cost, limited client access, no ability to model scenarios independently.

• 73% of fund reallocation inquiries required multiple phone calls.
• 28-min average call duration for complex calculations.
• 34% abandonment rate from process complexity.
• $2.3M annual support cost just for calculation requests.

Underneath the cost: a financial-literacy gap. Clients couldn't evaluate reallocation decisions without guided context, and the phone channel didn't scale the kind of explanation they needed.

IMO (independently managed offering) product clients weighing fund reallocation against market conditions and contract constraints. Sophisticated enough to want the tools, often not sophisticated enough to use them without guardrails.

Cross-functional collaboration across product, two engineers, a data analyst, the actuarial team, and legal.

• research (4 weeks) · stakeholder interviews with support agents, PMs, actuaries, clients. Call-center data analysis.
• information architecture (6 weeks) · flows accommodating NYSE market constraints; collaboration with actuaries on calculation accuracy.
• visual design (6 weeks) · professional interfaces that instill confidence in financial decisions; data viz for complex projections.
• user testing (4 weeks) · interactive prototypes with real client data; moderated sessions with existing IMO clients.
• implementation (4 weeks) · actuarial calculations + real-time NYSE feeds + rate systems + contracts + auth integration.

• progressive complexity · starts simple, reveals complexity gradually so users meet the interface at their comfort level.
• integrated learning · contextual tooltips, inline definitions, and just-in-time tutorials embedded directly in the calculation workflow.
• market-aware UX · interface communicates market timing constraints in real time and gracefully handles after-hours scenarios with next-day scheduling.
• self-service rate locking · with market-aware expiration timelines.
• ecosystem integration · fluid navigation between calculations, contracts, and the rest of the IMO platform.

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