TIAA, B2B Vision

TIAA, B2B Vision

Contributions

I helped lead the design for a proof-of-concept initiative focused on reimagining the future experience for TIAA’s B2B users.

 

Collaboration & Leadership

  • Partnered with stakeholders to define the scope and objectives of the POC, ensuring alignment between business goals users needs.

  • Worked closely with developers to understand system dependencies and data constraints, ensuring proposed design solutions were realistic and technically feasible.

  • Collaborated with cross-functional stakeholders across institutional (B2B) teams to synthesize insights, align priorities, and establish a unified vision for the future B2B experience.

  • Co-led workshops with product, research, and strategy partners to map the future-state journey, identifying key opportunities to improve plan management, insights, and engagement

Tactical Execution

  • Created an end-to-end future-state journey map illustrating how users could interact with an improved ecosystem of tools and touchpoints.

  • Identified critical moments and opportunity areas across the journey to guide future product and design investments.

  • Translated research insights and business requirements into tangible design recommendations that demonstrated how TIAA could deliver a more streamlined and intuitive experience.

  • Presented the journey map and supporting design rationale to leadership and stakeholders to drive alignment on long-term product vision and next steps.

  • Partnered with research to validate proposed concepts and ensure the POC was grounded in real user needs and behaviors.

Proposed concepts

The following concepts were developed to visualize the future-state experience at a high level, helping stakeholders align on direction and key opportunities before moving into detailed design work

Consultant Playground

Consultants can create and compare different scenarios. They can design custom plans or use benchmarks based on current data. Collaboration with clients and AI suggestions for improvements are included. Scenarios can be saved for reference and future use.

Change Request Builder

An interactive tool used to visualize and manage changes across plans dynamically. Adapts to goals with tailored prompts and real-time visualization for targeted precision and improved clarity. Simplifies plan adjustments across clients and empowers consultants with accurate execution.

Auto-Filler

Streamlines workflows through AI-driven auto-fill, stored preferences, and action prompts based on user behavior. Captures and utilizes saved preferences to enhance productivity and improve consistency by reducing manual input.

Integrated Support

This idea is about helping users in ways that fit their needs. Contextual education offers personalized guidance right when it's needed. There will also be an interactive FAQ and a chatbot available 24/7 for extra support. Users can also book time to talk with an expert.

Pre-Submit Review & Signature

The Consultant and Plan Sponsor can review and approve participant communications when submitting their request. This reduces steps and helps avoid missed deadlines.

Implementation Timeline

A real-time view of what remains after a consultant submits changes. The Implementation Timeline shows expected turnaround times and next steps, with automatic messages sent at milestones and updates.

Future state blueprint

The future-state blueprint unified the concepts into a single narrative, illustrating how users could move seamlessly through the envisioned experience.

Concept cards

During ideation, we used concept cards to visualize and share early ideas, allowing teams and stakeholders to collaborate, refine, and align on the strongest experience concepts.

Ideation

These early concepts were shaped by ideas and opportunities identified through our cross-functional workshops.