ROLE: UX Director + Senior UX Strategist for Channels/Capabilities ANd generative ai division

As Senior UX Director/Strategist for the Channels/Capabilities and GenAI division (2021-present), I currently lead multiple design teams, shaping product strategy through collaborative efforts with researchers, strategists, interface designers, conversational designers, IAs, and content strategists. In addition, I mentor/coach colleagues, fostering a culture of innovation and user-centric design.

THe Challenge

Vanguard is currently undertaking a significant modernization effort, with the goal of transitioning operational systems from outdated on-prem platforms to cloud-based applications. This extensive transformation also involved standing Vanguard’s first GenAI division and pairing UX workflows with GenAI product development. The inaugural product, 'Crew Assist’ (CA) utilizes a Language Model (LLM), with the inclusion of ChatGPT, for contact center agents to leverage. Key objectives include resolving challenges like extended handle-time and reducing the training duration, enabling faster onboarding into the Contact Center. To confront these challenges, it required optimizing knowledge management systems, seamlessly integrating them into existing workflows, executing change management initiatives and mitigating the risk of generating potentially harmful information. Education around how to use the tool has been another critical factor to its success (prompt creation.) As a key contributor, my responsibility also included establishing the initial UX workflow standards for the newly formed Gen AI division, using CA as a pilot for the new framework. This strategic move ensures a meticulous integration of user experience, addressing not only internal operational concerns but also reshaping how investors engage with our digital interfaces.

The Approach

• Baseline and Discovery:

  • Deep-dive learning around LLM/ChatGPT products in financial services, in collaboration with BCG, EY and Corporate Insights.

  • Map out current state around knowledge management systems, modernization roadmaps and create service design blueprints within the contact center.

  Problem Definition and Vision:

  • Clearly understand challenges, involving various teams (stakeholder mapping.)

  • Define 5 key components: NLP model, channel preference, integrations, visual design interface and deployment features

  • Facilitate workshops for a strategic vision, establishing a common language for collaboration.

  Workflows, Contributors, and Metrics:

  • Outline workflows, integrating insights across processes, and define success metrics to gauge the impact.

  • Identify division leads and contributors, scheduling regular collaborative cadences.

  Agile-Lean Sprints and MVP Delivery:

  • Is currently delivering in iterative cycles, involving the inclusion of an ever-growing penetration into the enterprise.

  • Ongoing retrospectives for continuous feedback and improvement, engaging extensively with crew to improve the experience, bolster trust in the model and fuel excitement around how leveraging GenAI products will increase job efficiency and satisfaction.

KEY RESULTS:

$450,000 in operational savings

Newly established UX Workflow Standards for GenAI Division

ABout Vanguard

Vanguard is a global investment company with over $7 trillion in assets under management. It revolutionized low cost investing for the masses and is the second-largest provider of exchange-traded funds (ETFs) in the world. In addition to funds, Vanguard offers brokerage services, investment education, financial planning and asset management.