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“To digitize our paper-based approach, we had to rethink the entire process. With Daylight’s help, we ended up improving the experience a great deal; for both customer and financial planner.”
– Marius Gafner, Head of Digital Products
Introduction
An award-winning financial planning tool, designed to be used collaboratively by customer and financial planner
A sustainable future depends on homes that can not only produce but store their own energy. By storing solar, homes can power themselves through the night, eliminate gas appliances and even feed back to the grid at times of peak demand.
Lunar Energy was founded in 2020 to help move the world towards all-electric homes.
Daylight has been Lunar’s design partner from the beginning.
Swiss Life’s mission is to enable people to lead a self-determined life. For over 160 years they have been supporting private and corporate clients in securing their financial futures.
Swiss Life helps people with a comprehensive analysis of their finances across a wide range of topics, from retirement planning to homeownership to health insurance. Until now, the financial planner’s only tools during these sessions have been pen and paper. This provided limited engagement with the customer and required a lot of time spent transferring notes for the planner afterwards.
Daylight and Swiss Life teamed up to rework and digitize this process. Jointly, we created a tablet-based tool that enables financial planners to capture, relay and visualize data in real-time during the consultation. This tool enables planners to provide a user experience that makes financial matters transparent, engaging and personalized.
In 2023, the iF Jury recognized our UI design work with an iF Award.
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Background
Making the process more engaging and transparent for customers, while saving financial planners two hours of time per customer
Historically, conducting initial consulting sessions and capturing vital financial data all on paper made it challenging to explain complex financial interdependencies.
Depending on the financial planner’s skill, this often resulted in the customer not understanding or trusting the advice they’d been given – and ultimately not acting on it enough.
Additionally, financial planners had to manually enter all gathered information into Swiss Life’s back-end systems after the consultation to be able to calculate any offers. This documentation process took about two hours per customer.
The task of this project was to digitize this process and to improve on it. Rather than just replicating the paper-forms’ structures, we aimed to also help customers understand financial matters more easily in the process. Our ambition was to use the switch to digital as an opportunity to make financial planning transparent, tangible and more involving for customers.
Prior to our rebrand work, the San Francisco Health Network's messaging placed emphasis on the providers and the system. The Network described itself as the City’s “only complete system of care.” The Network logo was an icon of the Golden Gate Bridge.
Through our work, we wanted to shift focus from describing the system to communicating the value added for the patient. We sought to:
- Publicly reaffirm San Francisco’s commitment to accessible health care for all of its residents, regardless of immigration status or insurance;
- Create a unifying brand that resonated deeply with patients and staff; and
- Give staff desperately needed tools to clearly and consistently describe the Network, its values, and its services.
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Approach
B2B/B2C: Designing for multiple stakeholders from executives to financial planner to customers
To identify and align the needs and requirements of customers, financial planners and the Swiss Life organization, Daylight applied a Human-Centred Design approach, starting with listening in on consulting sessions and asking planners and customers to join us in ethnographic interviews.
On the customer side, a strong desire for more clarity, structure and more consumer-friendly communication emerged. Customers expressed a desire to be more engaged and involved in the actual planning process. With the new digital tool they value the drag & drop feature to capture their life ‘goals and dreams’ in an easy and intuitive way as a foundation for their financial planning. Similarly, they appreciate a feature that lets them swiftly convey their family situation in a Life/Work/Relationship section.
Prior to our rebrand work, the San Francisco Health Network's messaging placed emphasis on the providers and the system. The Network described itself as the City’s “only complete system of care.” The Network logo was an icon of the Golden Gate Bridge.
Through our work, we wanted to shift focus from describing the system to communicating the value added for the patient. We sought to:
- Publicly reaffirm San Francisco’s commitment to accessible health care for all of its residents, regardless of immigration status or insurance;
- Create a unifying brand that resonated deeply with patients and staff; and
- Give staff desperately needed tools to clearly and consistently describe the Network, its values, and its services.
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UX
Intuitive drag & drop features for customers, sketch functionality for financial planners, clear documentation for both
Financial planners, meanwhile, reported spending an extraordinary amount of time interfacing with backend systems rather than with customers and are thrilled that the tool now provides an easy way to input data and a direct data link to the backend systems. Beyond that, the team also learned that less experienced planners appreciate guidance on the sequence in which to best address the various topic areas in a consultation, and that the tool also need to allow for freely navigating between topic areas, as well, to retain the organic flow of the conversation.
Having relied on sketching so far, financial planners also clearly wanted a sketching feature to annotate forms and graphs.
Last but not least, the organizational context and requirements needed to be taken into account. Daylight and Swiss Life spent time with sales staff, sales management and the executive team to unifying the multiple sales processes that existed across the organization and shape them into one well-defined process, which is defined enough to be well-supported by a digital tool, yet open enough to be customized by financial planner in the moment.
Prior to our rebrand work, the San Francisco Health Network's messaging placed emphasis on the providers and the system. The Network described itself as the City’s “only complete system of care.” The Network logo was an icon of the Golden Gate Bridge.
Through our work, we wanted to shift focus from describing the system to communicating the value added for the patient. We sought to:
- Publicly reaffirm San Francisco’s commitment to accessible health care for all of its residents, regardless of immigration status or insurance;
- Create a unifying brand that resonated deeply with patients and staff; and
- Give staff desperately needed tools to clearly and consistently describe the Network, its values, and its services.
- Give staff desperately needed tools to clearly and consistently describe the Network, its values, and its services.
- Give staff desperately needed tools to clearly and consistently describe the Network, its values, and its services.
- Give staff desperately needed tools to clearly and consistently describe the Network, its values, and its services.
- Give staff desperately needed tools to clearly and consistently describe the Network, its values, and its services.
- Give staff desperately needed tools to clearly and consistently describe the Network, its values, and its services.
- Give staff desperately needed tools to clearly and consistently describe the Network, its values, and its services.
- Give staff desperately needed tools to clearly and consistently describe the Network, its values, and its services.
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“I think it's mega cool. It [the consultation] stuck a lot more than on paper. It was more visual and that way I could understand in which order I have to approach the topics.”
– Customer Feedback during testing
Impact
Early feedback indicates that users are much more engaged and financial planners achieve a higher success rate
Since its launch, hundreds of consultants have been using the tool in thousands of consulting sessions across Switzerland. Early indications suggest that young consultants using Advice achieve a two-digit increase in conversion rate, while saving themselves about 2 hrs of back-office work per customer.
Going forward, the consulting tool will contribute to consumers having a better grasp on personal finances and hopefully exhibit better planning behavior. This should result in better preparedness and thus fewer economic hardships.
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