Content Strategy | UX Strategy & Design | Usability Study
Transforming Knowledge Accessibility for a Leading Financial Institution
Financial Services
Wealth Management
Investment Advisory
Challenge
Charles Schwab sought a comprehensive overhaul of its Knowledge Management (KM) system to enhance information accessibility and efficiency for its client-facing professionals. With teams managing high-stakes financial interactions, the ability to quickly locate, interpret, and act on critical information was paramount. However, the existing KM structure suffered from fragmented content organization, inconsistent accessibility, and inefficiencies in information retrieval, leading to prolonged customer service interactions and operational bottlenecks.
How did we engage?
We initiated the engagement with stakeholder interviews and focus group discussions, capturing pain points and usability challenges across frontline professionals, operations teams, and business leaders. Through UX research, content audits, and journey mapping, we identified inefficiencies in knowledge retrieval and accessibility. Leveraging these insights, we redesigned the content architecture, developed interactive prototypes, and conducted iterative user testing to refine workflows. Our phased approach ensured alignment with Schwab’s strategic goals, resulting in a scalable, intuitive knowledge management system that enhanced operational efficiency and information discoverability across key user groups.
Solution
We designed a holistic knowledge management solution to optimize content accessibility, searchability, and usability for Charles Schwab professionals. Through UX research and stakeholder engagement, we identified key inefficiencies in the existing content structure and developed a scalable content architecture. This included structured information taxonomy, contextual metadata, and progressive disclosure mechanisms to improve knowledge retrieval.
By implementing user journey mapping and workflow optimization, we refined the pathways for frontline professionals, operations teams, and business leaders to access relevant information efficiently. We also developed interactive prototypes, ensuring a seamless user experience through iterative testing and refinement. Additionally, we established a content governance framework to maintain consistency, accuracy, and relevance.
The result was a streamlined, user-centered knowledge management ecosystem that enhanced operational efficiency, decision-making, and customer interactions across Schwab’s financial services network.
Impact
By leveraging a holistic UX-driven methodology, we transformed Schwab’s Knowledge Management System into a highly intuitive, efficient, and scalable asset. Our approach empowered Schwab professionals to access critical financial knowledge with precision and speed, ultimately enhancing both customer experience and operational performance.
Knowledge Retrieval Time
Streamlined content structure enabled faster access to critical information, improving efficiency for frontline professionals.
Content Engagement
Enhanced UX and metadata-driven navigation improved content discoverability, leading to higher adoption and utilization.
Client Call Duration
Faster access to accurate information empowered advisors to resolve client inquiries more efficiently.
