Financial Engines

Financial Engines came to us with a simple request: find out what's broken about our customer experience and fix it. All of it. Over the course of 18 months, we redesigned every customer touchpoint based on our initial research. Financial Engines offers investment management and retirement planning help to employees of large corporations. Employees have the choice of having Financial Engines manage their 401(k) investments for them, or simply using online tools to get advice so they can manage their investments themselves. The process of marketing, enrolling, managing, and maintaining the ongoing customer relationship meant a complex customer experience with many touchpoints: corporate web site, direct mail marketing, e-mails, call center interactions, enrollment site, online account management tools, statements and more. We redesigned the overall experience, and then each touchpoint. See the work. View the corporate sitewww.financialengines.com