When Strategy Meets Execution
From human insights to real-world results.
Personalizing Wealth Experiences for High-Net-Worth Clients
The Challenge They Faced:
Fidelity wanted to better serve high-net-worth clients, but existing tools and processes didn’t meet the expectations of a premium advisory relationship. The company needed a deeper understanding of this client segment’s needs and to explore how new digital tools could complement its high-touch service model.
Our Approach:
Collaborating with teams across Fidelity, we mapped end-to-end journeys for high-net-worth clients and designed new interfaces that supported personalized wealth management. We developed personas, journey maps, and interactive prototypes, gathering feedback from clients and advisors through interviews and usability testing. Insights from this research guided iterative design improvements, while a change management plan helped align advisors, product teams, and leadership around a shared vision for the future client experience.
The Business Impact:
Created a strategic roadmap to guide the evolution of digital tools and interfaces for wealth clients
Improved advisor efficiency and consistency in high-touch interactions through process alignment and change management
Refined digital experiences that enhanced satisfaction and deepened client relationships
Additional Case Studies
How We Transform Insights Into Action
Discovery: We lead with understanding your business goals, not just user preferences. Our approach means working with your team to identify strategic challenges that customer experience can actually solve.
Collaborative Implementation: Research becomes reality through systems that work across departments. We don't just deliver—we create processes that help teams consistently act on insights.
Measurable Outcomes: Every recommendation connects to metrics executives care about. From conversion rates to cost savings, we track the impact you can present to the board.
Sustainable Transformation: Your team learns to make customer-focused decisions every day, creating lasting change that continues delivering results after we're gone.
Ready to Turn Customer Insights Into Real Results?
Stellar customer experience isn't about making things prettier or easier to use. It's about creating moments that spark change, build loyalty, and drive measurable outcomes.
Let's talk about how our solutions approach could work for your business.
During your strategy session, we'll:
Start by understanding your business goals
Explore how your customer insights could create the most significant impact
Identify opportunities your competitors might be missing