Overview
The fund portal solution focuses on diagnosing and improving the experience of fund companies' digital channels (website, trading, account inquiries, and more). As fund companies invest more in digital channels, offering an online feature by itself is no longer enough; raising online customer satisfaction and improving user experience have become the key issues. Through "focus-point research" and a "website evaluation model", this solution helps customers systematically review the current state of their digital channels, pinpoint the root of the problems, and provide actionable direction for improvement.
Solution requirements
Given the financial industry's focus on online customer service satisfaction and user experience, fund companies building digital channels typically face the following problems:
Insufficient traffic
Why is our website traffic lower than other companies'?
Weak brand visibility
Why can't users find our website?
Culture poorly conveyed
How can the website reflect our company culture?
Experience not well adapted
How can the website fit our customers' habits?
Fit with customer needs in doubt
Does our website meet what customers ask for?
Problems hard to pinpoint
What are the main problems with our website?
Core value of the solution
Pinpoint the root cause
Systematically review the current state of the website and find where the experience problems originate.
Find the weak spots
Identify the specific steps where users are dissatisfied with the website, and why.
Define improvement priorities
Point out which user experience improvements to tackle first, across content, interaction, and functionality.
Understand your industry position
Through industry benchmarking, objectively assess where your website stands against peers.
Overall approach
Select research samples
Sample internal users, external users, and major competitors to get a fuller picture.
Run focus-point research
Run "focus-point research" around customer priorities and satisfaction to collect real needs and feedback.
Build the evaluation model
Based on the "website evaluation model", tailor the model to the findings of the research.
Deliver diagnostic recommendations
Produce targeted experience diagnostic conclusions and actionable optimization recommendations.
The overall approach is a closed loop built on "sample selection — focus-point research — model customization — diagnostic output", helping fund companies turn vague experience complaints into clear, measurable, improvable goals.
Want to learn more about the fund portal solution?
We provide solution consulting and custom development, planned around your actual business scenarios. Let's talk through your requirements.
