Project Overview

The Client

Mercer Advisors is a wealth management firm that provides a comprehensive family office approach. They focus on delivering unified financial planning, investment management, tax planning, estate strategies, and insurance solutions. The company offers tailored services through a dedicated team of advisors, planners, and specialists, acting as a national fiduciary committed to clients' best interests. This integrated service is designed to simplify and grow family wealth, making it accessible to more families, not just the ultra-wealthy.

The Problem

Mercer Advisors’ current platform, Aspen, was falling short in meeting the needs of its business, users, and brand. The interface looked outdated and was clunky, leading to low feature adoption and workarounds like using Excel to track teamwork. Many users avoided the existing tool altogether, leaving key features underutilized. Additionally, some screens, including the Servicing page, were overly cluttered with irrelevant data for most users.

Beyond usability issues, Mercer Advisors sought to prepare their wealth management and client advisory platform for market launch. This required making the application visually appealing, easily brand-able, and more user-friendly, all of which pointed to the need for a complete overhaul of the user experience.

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My Role

I was one of three designers on this project, working under the guidance of a design manager while taking ownership of entire pages and workflows within the application. For this case study, I am focusing Servicing page and its related functionality, which serves as a central hub for managing client relationships. My role included extending an existing design system by creating new components as needed. I regularly presented ideas and progress to stakeholders and developed detailed design documentation to ensure seamless collaboration across teams.

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The Solution

The solution focused on delivering a user experience that empowered Mercer Advisors' team to work more efficiently and effectively. While the broader application was improved holistically, this case study specifically highlights the redesign of the Servicing page and its related workflows, which were critical for helping users manage client relationships and streamline their day-to-day tasks.

Key improvements included:

• Targeted Content Delivery: Ensuring users could quickly locate and address critical tasks, either by completing them or triaging them, helping them plan their day more effectively. Customization options tailored to each user's role, both preset and self-created, were also introduced, ensuring the platform met diverse needs.
• Enhanced Brand Language: The design prominently showcased Mercer Advisors' visual brand language while keeping scalability and productization in mind.
• Improved Information Hierarchy: Page content was simplified, key information was made bigger and bolder, and white space was increased to create a cleaner, more accessible layout. These changes enhanced readability and helped users focus on what mattered most.

I utilized the header as both a breadcrumb and a dropdown for users to switch between Journeys, Actions, and Tasks.

Each number in the filter cards is clickable, giving the user the ability to use them to sort between two different views of a certain status. This image shows how the table is filtered by the In Progress status.