CFS FirstNet Redesign Findings & Recommendations

1. CFS FirstNet Redesign Findings & Recommendations AUGUST 2003

2. 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

3. 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.

4. 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)

5. 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

6. 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 Advisersites.

7. 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.

8. 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

9. CFS FirstNet Redesign Findings & Recommendations • 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. • Round 1 Concepts

10. CFS FirstNet Redesign Findings & Recommendations • 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 • Round 1 Wrap

11. CFS FirstNet Redesign Findings & Recommendations • 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. • Round 1 Wrap

12. CFS FirstNet Redesign Findings & Recommendations • 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. • Round 2 Concepts

13. 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.

14. CFS FirstNet Redesign Findings & Recommendations • Final Design • 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. • FirstNet Adviser - Outcome

15. 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.

16. 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.

17. 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

18. CFS FirstNet Redesign Findings & Recommendations • 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. • Initial Concepts

19. CFS FirstNet Redesign Findings & Recommendations • 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. • Round 1 Concepts

20. 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.

21. CFS FirstNet Redesign Findings & Recommendations • 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. • Round 2 Concepts

22. CFS FirstNet Redesign Findings & Recommendations • 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. • Round 2 Concepts

23. 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.

24. CFS FirstNet Redesign Findings & Recommendations • 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. • FirstNet Investor - Outcomes

25. CFS FirstNet Redesign Findings & Recommendations • 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. • FirstNet Master - Outcome

26. CFS FirstNet Redesign Findings & Recommendations • 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”). • FirstNet Employer - Outcome

27. CFS FirstNet Redesign Findings & Recommendations • 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. • FirstNet Dealer - Outcome

28. 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.

29. 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.

30. 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.

31. CFS FirstNet Redesign Findings & Recommendations • Next Steps • 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. • FND/FNM/FNE: • 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)

32. CFS FirstNet Redesign Findings & Recommendations • Questions ?