CFS FirstNet Redesign
Findings & Recommendations
AUGUST 2003
CFS FirstNet Redesign Findings & Recommendations
Agenda







Project objectives
Our approach
What we did
FirstNet Adviser/Wrap – the process and outcomes
FirstNet Investor – the process and outcomes
FirstNet Master, Employer, Dealer
Recommended next steps
CFS FirstNet Redesign Findings & Recommendations
Objectives


Review and enhance the navigational structure of the
FirstNet secure sites.
The new navigation and related transactional processes
should:

Follow a human-centred approach, ensuring that the
structure and labelling enhances the usability of the site
and meets the needs of the target users.
 Be robust enough to encompass new functionality and
content as it is created.
 Integrate FirstNet Adviser seamlessly with the Wrap
navigational structure and transactional processes.
CFS FirstNet Redesign Findings & Recommendations
Our Approach






Human-centred design
Iterative
Neutral viewpoint
Paper-based concepts
Reflect new functionality from concurrent projects e.g. the
Entire X project
Tested:
People’s general understanding of what the site did
 Their understanding of investment terminology
 The site’s navigational design
 Information layout (e.g. Regular Investment Plan)

CFS FirstNet Redesign Findings & Recommendations
What We Did
Assessment:





Review of previous research
Assessment of current site
Competitive analysis
Review of future enhancements project documentation
Workshops with business stakeholders
Concepts:


Initial concept with subtly [company name] navigation
metaphor
Iterative testing and refinement of concepts
CFS FirstNet Redesign Findings & Recommendations
Assumptions







Prior research had already highlighted the core interface
issues.
Prior research had been conducted with end-users on the
current site.
Everyone recruited for testing would attend and meet the
recruitment criteria.
Wrap platform and the level of integration was understood
by the business.
The Wrap was not going to affect the FNI site.
We had free reign to start the redesign from scratch. Prior
research had already highlighted the core interface issues.
The FNM, FND, and FNE sites’ users would have similar
needs, experience and issues to those using the Investor
and Adviser sites.
CFS FirstNet Redesign Findings & Recommendations
Focus Group Test Plans

Adviser Rounds 1 & 2

Participants shown paper-based concepts and asked for
immediate feedback.
 The group was asked where on the screen they would go
to complete common tasks.

Investor Round 1

Participants shown paper-based concepts and asked for
immediate feedback.
 The group was asked where on the screen they would go
to complete common tasks.

Investor Round 2
Participants given ‘booklets’ of paper-based concepts and
asked to circle where on the screen they would go to
complete common tasks.
 Group discussion on any issues encountered after
individuals had completed the booklets.

CFS FirstNet Redesign Findings & Recommendations
FirstNet Adviser/Wrap - Participants




There were five participants across the two groups
Mix of sole practitioner, IFA, Boutique, CBA experience
Age range: 26-52
All male
CFS FirstNet Redesign Findings & Recommendations
Round 1 Concepts
Design rationale
-
Administration functions
moved to the top of the page
to reduce clutter.
- Incorporated the proposed
functionality/content changes
to the Adviser site.
- Reduced the clutter on the
menu by grouping ‘like’
functionality, collapsed under
headings.
- Tested proposed inclusion of
practice management
reporting.
- Tested the proposed silo
redesign of Adviser/Client
Tools.
- Tested the ability to flick easily
between the client’s accounts
via a drop-down menu.
CFS FirstNet Redesign Findings & Recommendations
Round 1 Wrap
Design rationale
- Tested four options for Wrap
integration, assuming:
- Separate log ins
- Single log on, split at the
homepage
- Single client list
- Split client list and portfolio
CFS FirstNet Redesign Findings & Recommendations
Round 1 Wrap
Design rationale
- Client repeated in the list if
holding investment products in
both FirstNet and Wrap.
- Also tested the worthiness of
including closed accounts in
this list.
CFS FirstNet Redesign Findings & Recommendations
Round 2 Concepts
Design rationale
- Design based on feedback
from the first rounds of Adviser
and Investor concept testing.
- Breaks out core enquiry tasks
at the account level.
- Toggle between accounts
embedded in central body.
- Client Tools combined within
Adviser Tools.
CFS FirstNet Redesign Findings & Recommendations
Outcomes and Recommendations
FNA







Keep the separate log in page. Advisers bookmark it.
Keep the ‘View all clients’ link on the Adviser homepage.
Advisers want to be able to sort client lists by product.
OIN is redundant. Advisers don’t use it.
Advisers are keen to do transactions.
They didn’t understand ‘Investment Selection’.
Advisers expect client-level reports in the client level and
practice management reporting in it’s own area.
 They do not understand the term ‘Ad hoc’ reports they prefer
‘customised’.
Overall they really liked FNA.
They asked that it not be changed significantly.
CFS FirstNet Redesign Findings & Recommendations
Final Design
FirstNet Adviser - Outcome
- Ability to switch between
accounts only at the Account
Balance Page.
- Full list of all you can do on left
hand navigation. No headings
used, since these were too
context specific.
- More static information relating
to that account, repositioned in
the body of the account
balance page.
- Information found on the public
site removed unless relevant
while completing tasks in the
secure area.
- Adviser Tools contains all
information/tools advisers
would use while with a client.
- Reports section contains
downloadable reports and
customised reports. Client
reports are accessible at the
account level.
- Log out moved to right corner.
CFS FirstNet Redesign Findings & Recommendations
Wrap - Recommendations







Advisers prefer one log in.
They want one client list.
They would like one Portfolio.
Excited about the reporting functionality.
Expect the Wrap to look like FNA.
Terminology used on the Wrap is ambiguous.
We recommend a full usability review be conducted on the
Wrap and any changes implemented before launch.
CFS FirstNet Redesign Findings & Recommendations
Wrap - Outcome
Final Design
- Day One proposal for
launch is to have one client
list with client name
repeated if the client has
products on both platforms.
- Homepage would clearly
segregate available
functionality on both the
Wrap and FNA.
- Wrap terminology would be
reworded to be more
intuitive.
CFS FirstNet Redesign Findings & Recommendations
FirstNet Investor – Participants




9 participants across the two groups
Age range: 30s-70s
6 men, 3 women
2 used a broker, 5 were independent investors, 2 used a
Financial Adviser
CFS FirstNet Redesign Findings & Recommendations
Initial Concepts
Design rationale
-
Administration functions
moved to the top of the page
to reduce clutter.
- Investors check account
balance and transaction
history, dropdowns were a
method to toggle between
accounts easily.
- View account details is the
primary section. Menu length
reduced by collapsed areas.
CFS FirstNet Redesign Findings & Recommendations
Round 1 Concepts
Design rationale
- Design based on feedback
from the first round of Adviser
concept testing.
- Break out core enquiry tasks
once at the account level.
- Toggle between accounts
embedded in central body.
- People want to see the full list
of navigation options.
Categorisation is too open to
interpretation.
- Testing of these concepts
highlighted that people do not
understand investing
terminology.
CFS FirstNet Redesign Findings & Recommendations
Round 1 Concepts – Outcome
People didn’t understand the following terms:










Portfolio
Fund
Option
Product
Account
Distribution method
Applications
Switch
Investment selection
Tax history
They think Colonial First State is a bank.
CFS FirstNet Redesign Findings & Recommendations
Round 2 Concepts
Design rationale
- People didn’t care whether
they were in First State, First
Choice etc.
- Wanted the page to be simple.
Didn’t understand the multiple
account totals.
- They didn’t understand the
‘Account Designation’ they
would rather see the full name
of the CFS product rather than
acronyms.
CFS FirstNet Redesign Findings & Recommendations
Round 2 Concepts
Design rationale
- Separating the enquiry from
other tasks was too confusing.
- Don’t often allow other people
to access their accounts, so
they don’t want this
functionality promoted.
- Further investigation needs to
go in to labelling terminology.
Some first steps were made
here.
- Print this page is more intuitive
than print this report.
CFS FirstNet Redesign Findings & Recommendations
Outcomes and Recommendations
 Homepage login is quite confusing.
 People want the long list of options in the navigation.
 They like the trimmed down layout of the portfolio/account list
page.
 People still have problems navigating around the transaction
history section.
 Change investment allocation (investment selection) /Bpay
options / switch investments appear similar to users.
 They see administration as a secondary task.
 People say that having access to unit prices, fund profiles etc
would be nice to have on the secure site, but no-one has
used them there.
 Bank account details were confused with contact details.
They assume ‘Bank’ means CFS.
CFS FirstNet Redesign Findings & Recommendations
FirstNet Investor - Outcomes
Design rationale
- All primary information
appears on left hand side.
- Secondary information
appears at the top of the page.
Generic fund and educational
information could be removed.
Contextually specific
information is more relevant.
- People were more likely to use
the FAQ section than Help.
- Alt tags could further enhance
the intuitiveness of the site.
- Terminology should be revised
further.
CFS FirstNet Redesign Findings & Recommendations
FirstNet Master - Outcome
Design rationale
- Administrative information
(e.g. change PIN, Order
documents, assign access), is
kept consistent with the other
sites and is now contained
within a single ‘Administration’
heading.
- The core things people come
to the site to do are located
exclusively within the left-hand
menu.
- Global links on the top right of
the page were grouped to
represent more site specific
tasks.
- Log out moved to the top right,
positioned next to the window
close or ‘x’ button.
CFS FirstNet Redesign Findings & Recommendations
FirstNet Employer - Outcome
Design rationale
- The core things people come
to the site to do are located
exclusively within the left-hand
menu. People don’t mind long
menus as long as everything is
relevant.
- Global links on the top right of
the page were grouped to
represent more site specific
tasks.
- Log out was moved to the top
right, positioned next to the
window close or ‘x’ button.
- The labels were changed to be
more intuitive (e.g. “Clearing
Account”).
CFS FirstNet Redesign Findings & Recommendations
FirstNet Dealer - Outcome
Design rationale
- Administrative information is
kept consistent with the other
sites and is now contained
within a single ‘Administration’
heading.
- The core things people come
to the site to do are located
exclusively within the left-hand
menu.
- Global links on the top right of
the page were grouped to
represent more site specific
tasks.
- Log out was moved to the top
right, positioned next to the
window close or ‘x’ button.
CFS FirstNet Redesign Findings & Recommendations
Outstanding Issues - Critical

Wrap:

There could be a number of significant usability issues
depending on the level of integration adopted.
 There are a number of existing usability issues related to
labelling and navigation.

FNI:

Visual design does not comply with accessibility guidelines.
Excessive visual weight reduces readability and usability.
 Investors do not understand investing terminology.
CFS FirstNet Redesign Findings & Recommendations
Outstanding Issues – Minor

FNA:


Advisers are happy with the current design, significant
changes are not required. However, they have not used
transactions yet and some testing may be necessary when this
functionality is available.
FNE:

Has not been tested with ed-users
 Unmatched records score box and table concept
interaction is confusing and disjointed.

FND/FNM:

These sites have never been tested with end-users.
 FNM has a non-secure sign on.
CFS FirstNet Redesign Findings & Recommendations
Next Steps

FNI:

A user-centred approach to re-labelling will enhance site
intuitiveness.
 Visual re-design (ie visual emphasis) is recommended, this may
help address some of the confusion

FNA/Wrap:

Testing of Adviser transaction screens
 Wrap - Further validation with end-users is a cost-effective
method to ensure that the integration meets user needs.
 Wrap re-labelling is important to ensure consistency with FNA
and intuitive navigation.
CFS FirstNet Redesign Findings & Recommendations
Next Steps

FNE:


FND/FNM/FNE:


Unmatched records score box and table concept should be
reviewed with end-users. BDMs should not have to teach
people how to use it.
Testing similar to the testing used in this project may highlight
changes which in turn may alleviate time consuming activities
for the call centre and BDMs.
Public site:

Need to decide whether to go through similar exercise for
public website – ie. Content review, user experience review
(could run in conjunction with content management project)
CFS FirstNet Redesign Findings & Recommendations
Questions ?