TIAA, Education & Advice Experience
TIAA, Education & Advice Experience
I have played a key role in leading the development of this advice product, focusing on supporting clients approaching retirement. My contributions ensure that the tool and its guidance are intuitive, human-centered, and closely aligned with the critical financial and life decisions users face. Collaborating closely with product, research, and strategy teams, I help simplify complex retirement planning workflows, enhancing user clarity and confidence during this pivotal phase.
By integrating behavioral insights and usability best practices into the design strategy, I create meaningful experiences that build trust and foster engagement among diverse user groups. I consistently advocate for the voice of the customer in strategic discussions to ensure the tool meets user needs while aligning with broader organizational objectives.
Additionally, as a member of the Experience Direction team, I contribute to maintaining design consistency, scalability, and craftsmanship by effectively leveraging our design system.
Previous design
Participants nearing retirement faced significant challenges when trying to select the right income options from the experience. It was hard to navigate, the information architecture was confusing, and there was no clear call to action guiding users toward next steps.
This created three core problems:
Decision Paralysis – Users are overwhelmed by complex pathways and unclear labels, making it difficult to compare and evaluate their options.
Low Confidence – Without a clear structure or guided flow, participants are unsure whether they’re making the best choice for their retirement needs.
Inaction – The absence of a strong call to action leaves many users stalled at exploration, failing to take the critical step of selecting or confirming an income plan.
As a result, the experience did not fully support users in achieving their retirement goals and risked diminishing trust in the platform.
Updated design
We sought out to solve three major pain points.
Navigation & Clarity
How might we simplify the navigation so that users can easily find and compare income options?
How might we restructure the information architecture to guide users through the decision-making process step by step?Confidence & Understanding
How might we present complex retirement income information in a way that builds confidence and reduces anxiety?
How might we highlight the trade-offs between income options so users can make an informed choice?Action & Guidance
How might we create clear calls to action that encourage users to move forward with selecting an income plan?
How might we provide contextual guidance or recommendations that help users feel supported rather than overwhelmed?
