Investor’s Edge Performance Guide
At Investor’s Edge, I created a user guide for a new performance tool that we launched on our stock trading platform. This guide was created to assist users who weren’t familiar with the terms being used within the tool and acted as a visual glossary for their reference.
Challenge
Investor’s Edge experienced a high volume of calls when new tools were launched, resulting in long wait times and a poor user experience. When launching new performance tools, my task was to create a guide that would assist users and provide a clear understanding on how the new tool functions. During the design phase, I was able to build two prototypes that showcased different approaches when it came to accessing the guide. Through A/B testing, I discovered:
Most users prefered the option to seek out the guide through a link, rather than an automatic pop up
Active traders had a strong dislike to all automatic pop ups, regardless of the content being shared
I created a guide alongside the launch of the performance tool that provided a seamless experience for all users. The guide displays as an overlay that is only shown when the user clicks on a link in the top right corner of the performance page.
Solution
The launch of the performance guide directly impacted the reduction of calls to our call centre. The guide became a standard component implemented into the launch of all new tools on the Investor’s Edge platform.
Results
Collaborators
Content Designer
Developers
Project Manager
Stakeholders