Schwab ML-based editorial content for customer support

Built an industry-leading learning experience, featuring 200+ articles and mixed media.

I led and executed the native app designs, including adaptive design templates, navigation, UI, IxD, and native media player experience end-to-end.

Goals

Decrease call volume by integrating self service/learning feature, grow native app engagement

My Role

Design lead

Team

2 products, 3 designers, Research, Engineer, 30+ stakeholders

Background

Historically, Schwab’s focus was on delivering the best trading experience. However, when the pandemic hit and markets became unpredictable, our users changed—and so did our business direction.

Problem Statement

How might we help users easily access investing guidance and knowledge in our app?

3 Key Opportunities

📉

Users looked for guidance on unstable market changes, but short session times in relevant app features (Media Center and Markets) contributed to high call volumes.

💎

Schwab had an extensive amount of high-quality digital content, including expert market commentary, podcasts, and timely updated market articles, but they are hidden on the website.

💡

J.D. Power and other research studies consistently highlight the need to provide relevant content through digital services.

Highlights of what I created

A timely mixed-media content feed, designed for easy skimming and discovering

Hierarchy was validated by two usability testings before the final delivery

Other pages: Categories, Audio & Video players, Author profile pages...

All pages are based on my systematic design strategy for cohesive experience, efficient development and maintenance.

This design were used to publish 200+ pieces of multimedia content.