LPL ClientWorks
The opportunity
ClientWorks is the next generation advisor workstation under development at LPL Financial. The transformation effort began in 2014, as LPL looked to replace it legacy system, BranchNet.
ClientWorks is designed to enable a more efficient, engaging and mobile user experience supporting the diverse set of tasks associated with an advisors daily business, from new account opening, fiancial planning, cashiering, trading & rebalancing, reporting, analytics and compliance.
We invested heavily in field research, traveling around the country to meet with LPL advisors and staff, to strengthen our understanding of existing business processes and workflows, technology gaps and pain points, opportunities for innovation, and touchpoints with investor clients. The field work both informed our design efforts and helped us establish personal connections with the user base, while inviting them into the design process. This user research investment served as the foundation for the creation of the original product concept in Summer of 2014.
The core ClientWorks framework, consisting of a reimagined and redesigned core client management capability was released into Beta in July 2015 and is slated for general availability by the end of 2016. In addition, to date, we have delivered a new Move Money tool supporting cashiering tasks, an industry-first Alternative Investment order tool, CRM integration, a revamped Resource Center and an integrated request-tracking capability for tracking service requests across the system.
User satisfaction levels with the new system are extremely high with significant, measurable increases in productivity, efficiency and back office savings via automation and straight-through processing.
Storyboard Wireframes
An initial set of wireframes was presented in storyboard format, enabling easy review, quick iteration and more effective validation with internal stakeholders and end-users.
Early concept for advisor dashboard
Integrated tooling concept
Early concept for customizable, staff dashboard and task tracker