The 60% Transaction Complexity Trim: A Holistic Platform Rebuild for a Global Investing Firm
Client Overview
A prominent global asset management giant and top-tier investment organization, based in New York with a footprint across multiple continents. Managing trillions in assets, it serves a broad spectrum of clients from institutions to governments and individuals. Distinguished by its forward-thinking strategies, state-of-the-art tech platforms, and unmatched expertise in navigating complex markets for enduring client success.
Elevating the Investor Journey
01
We mapped and rebuilt key processes, cutting unnecessary steps. Transaction journeys were trimmed by nearly 60%. What used to be a maze became a straight path
02
Onboarding time dropped by approximately 50%. New investors can get set up and start transacting in minutes rather than filling out endless forms.
03
Navigation got cleaned up, features that were buried three menus deep became visible and accessible.
04
The visual design moved into the current decade, matching what users expect from consumer-grade fintech apps.
The Human Challenge: Respecting the Old While Building the New
People were used to the old system. Even if it was clunky, it was familiar. Proposing sweeping changes meant convincing many stakeholders that the disruption was worth it.
The design team ran multiple iteration cycles. They held workshops where stakeholders could actually interact with prototypes, spot issues early, and voice concerns before anything was locked in. Different design alternatives were tested and debated. Feedback loops were structured, so input didn't just disappear into a black hole; it shaped the next round of designs. The final designs succeeded because they had been stress-tested not just by users, but by the very people who would support them.
Claims dispatch activities moved through an automated workflow and reduced dependency on manual coordination and repetitive operational follow-ups.
The Delivery Snapshot
Reusability was key. Components built for the distributor side, things like form controls, transaction workflows, and dashboards, were refactored and reused for the investor side. This sped up development and kept the UX consistent across user types. Every screen was performance-tuned and fully responsive, desktop, tablet, mobile. The platform had to work for users on different devices and connection speeds, and it does. Copilot's impact on code reviews was measurable: review effort dropped by 25–30% because code coming in for review was already cleaner and more compliant.
We came in to act as process architects, mapping the end-to-end lifecycle to identify exactly where manual intervention was breaking down. Our intelligent automation team applied hyperautomation to connect the dots between approval, notification, and resolution.
This demonstrated that when you automate the process rather than just the task, business results follow naturally.
Using ServiceNow and Power Automate, critical incidents progressed faster with immediate visibility, standardized updates, and built-in collaboration between Business and IT teams.
Measurable Returns: Where User Experience Meets Business Impact
Achieving predictability and control across two closely linked processes became critical: executing approved changes on time and resolving critical incidents quickly.
Both processes were already supported by systems and procedures, but execution still depended on manual coordination.
They needed hyperautomation to reduce these handoffs and keep work progressing without constant intervention.
01
Enhanced Brand Credibility and Trust
02
Reduced Drop-off and Abandonment Rates
03
Lower Operational and Support Costs (Better clarity in user flows)
04
Increased Customer Acquisition & Retention
Built for What’s Next,Not What’s Familiar
The platform rebuild was a strategic investment that strengthened the client's market position from the ground up. It was about removing the friction that stood between users and action. By aligning design, engineering, and delivery around real usage patterns, the client now operates on a platform that is faster to navigate, easier to scale, and ready to evolve with market demands.