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D2C Investment Platform Design.

Introducing Our Client, 

An Investment Management Company​

  • Managing over $1 trillion in AUM globally,

  • With over £90 billion AUM in the UK, £7billion within UK Retail

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At A Glance:


Why evolve were needed:
 

  • Legacy System Integration

  • Vendor Collaboration

  • Risk Management

  • Change Management Strategies

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Key Benefits:

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  • Improved Regulatory Compliance

  • Enhanced Customer Experience

  • Increased Retention of Assets

  • Improved Efficiency

The Situation.

The Wealth Management firm maintained legacy ISA and GIA products available for new business but were not actively marketed. Most investors had long-held accounts, resulting in a significant portion no longer having active financial advisers.

 

With a high price point and no recent technology or product updates, there was no attractive proposition to retain inherited assets. Regulatory emphasis on customer value and fair charging structures dictated that a new approach was needed.

Our Approach.

  • Identified essential capabilities for supporting the platform (Target Operating Model), encompassing all aspects of the digital offering from Onboarding & Client Communications to Trading & Operational Controls (including CASS).
     

  • Developed an Operational Solution Design Catalog for each core capability, detailing user journeys, business processes, requirements mapping, key decision documents, customer communication templates, and risks & control documentation.
     

  • Supported the risk and compliance team in updating the company risk appetite and control framework, facilitating the utilisation of previously unacceptable technology within the proposition (such as digital identity verification, debit card payments, electronic documents, and customer online account access).
     

  • Coordinated cross-team collaboration with vendors to ensure early identification of potential gaps or disputes through tracing back to the requirements.

* Building blocks used for this project within our SP.ACE framework, can be found highlighted.

The SPACE framework for Designing a D2C Investment Platform. Under Strategy & Planning: Project Charter, Impact Assessment, User Research, Project Delivery Tracker and RAAIDO. Under Analyse, Situation: Understanding Today, Proccess Master List & Doc Catalogue, As-Is Processes, Understanding the Future, High Level To-Be Proccess Flows, Gap Analysis. Under Analyse, Service: Customer Service Principles and Vendor Selection. Under Change, Design: Technology, Process & Operations, Contact Management, Procedures, Requirements, MI and Controls. Under Change, Deliver: Job Descriptions, Training (TNA & Delivery), Comms, Docs & Online Recourses, Legals, Testing, Launch/Cut Over Planning and Early Life Support Plan. Under Evaluate, Imbed: Early Life Support Management and Project Handover. Under Evaluate, Learn: Lessons Learned and Continuous Improvement Ops.

The Outcome.

We successfully implemented a comprehensive operational solution design that effectively leveraged and complemented the technology stack being introduced. This design played a pivotal role in securing approval for the use of new technology, greatly enhancing the company's digital offering and improving the overall customer experience.

Sound good?

See how we can help you create sustainable, seamless change.

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