Opportunity

Human Interest’s 401(k) distribution process was stuck in the past—arduous, paper-based, and inefficient. The challenge was to modernize this outdated process with a digital automation solution, streamlining the distribution request experience for users.

Process & Key Findings

I started by mapping the existing paper workflow and gathering feedback from users who found the process slow and cumbersome. Key insights included:

• Inefficiency: The manual, paper mailing process was time-consuming and error-prone.
• User Frustration: Users struggled with outdated forms and unclear instructions.
• Digital Potential: A well-designed, automated digital form could significantly simplify the experience.

Design & Execution

I developed an automated distribution request form that replaced the old paper process:

• Guided Digital Flow: The solution walks users through each step, ensuring all necessary information is captured efficiently.
• Backend Integration: The automation streamlines data collection and processing, speeding up the entire distribution request process.

Key Deliverables

• Automated Distribution Request Form: A fully digital, interactive form that simplifies the process.
• User Flow Documentation & Prototypes: Detailed prototypes and user flow maps that validate the streamlined process.
• Integration Blueprint: A plan for seamless backend integration to automate data processing.

Outcomes

The automated form transformed the distribution request process:

• Faster Turnaround: Reduced processing times by eliminating manual paperwork.
• Enhanced User Experience: Simplified and intuitive interface significantly lowered user frustration.
• Operational Efficiency: Automated data collection and processing paved the way for scalable improvements in customer service.