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01The Overview

Less searching.
More advising.

AI-powered advisory that surfaces what matters to each client, exactly when it matters.

My role
Lead Service Designer
Scope
  • Opportunity Framing
  • Research
  • Service Design
  • Advisory Model
  • Design Principles
  • Workshops

02The Mandate

Finding where AI could make a difference.

As AI moved deeper into banking, we saw a chance to explore how it could make Advisor & Sales more efficient.

The key question

Where could AI create the most meaningful impact?

Before deciding what to optimize, I needed to understand where advisors were actually losing time — and why.

Client information
  • Portfolio
  • Research
  • Compliance
  • Market insights
  • Notes
An advisor seen from behind, resting her chin on her hand while looking out of a dark office window.
  • “I know the data exists — it’s just hard to find.”
  • “The client calls, and I have seconds to answer. Finding the data still takes time.”

03The Research

Understanding the work.

One need. A whole service behind it.

I interviewed 17 client advisors, mostly in Switzerland Wealth Management, plus EMEA and APAC* for comparison — following how they moved across 10+ tools and turned what they found into a decision for the client.

The information existed. The advisor had to connect it.

The friction wasn’t only access. It was stitching together 10+ disconnected tools — in the moment, under pressure.

04The Shift

From information retrieval
to decision support.

The research changed the question.
Instead of asking
“How might we help advisors search faster?”
We asked:
“How might AI help advisors recognize
what matters, understand why it matters,
and decide what to do next?”

This reframed the role of AI — from finding information
to supporting better decisions.

Signal → Context → ActSignal: What matters? Context: Why does it matter? Act: What happens next?

05Design Principles

Turning the model into design decisions.

One constraint: it couldn't feel like another tool. Signal → Context → Act became the model — one principle for each moment.

06The Concept

Designing for the moment of decision.

Three paths

Improve every existing tool individually, build a new unified dashboard, or design a surface layer above the existing landscape.

The case for less

Why less

A new dashboard was the easier sell: simpler to scope, own, and fund. I argued for the surface layer instead. The goal was fewer tools, not a new product. Advisors already juggled 10+ systems — one more would cost more than it saved.

Buy-in + in practice

That case won the stakeholder over.

A prioritized overview on the existing dashboard. One click opens the full context; next steps appear as recommendations.

The result

One experience that unifies client context, portfolio, and research — without adding to the pile. 500+ client signals, one view.

07The Outcome

Tested with the people it’s for.

Validated with advisors, for more focused client conversations.

I led concept testing with advisors — including the stakeholder who'd pushed for the dashboard — to see how the model held up against real workflows.

Concept
Mockup
Test

Average feedback from testing

ca.outcome.m1Alt

5–10 min

Saved per client on information gathering.

ca.outcome.m2Alt

Up to 30 min

Saved on more complex proposals.

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Reach

500+

Advisors in trials and the target user base.

Feedback was consistent across EMEA and CH, the core scope. APAC leaned toward speed over the signal-and-context flow — noted for future markets.

ca.closingAlt

Complexity doesn't disappear. It gets a place to land — so advisors spend less time managing tools, and more time with the client on the phone.