Back UX Solution for Legacy Plan Transfers
Group 1000005381
Yandy Hung
Role Sole UX/UI Designer partnering with PO, Dev, and QA (web + mobile)
Problem Statement
  1. Users didn’t know their RESP was on a legacy platform
    2. KYC risk changes triggered a 30-day delay
    3. SIN entry caused drop-offs
    4. timelines and plan options were unclear
SOLUTIONS
  • Clear legacy to new platform banner with brief explainer, with triage to route the right flow.
  • Guided transfer flow with upfront expectations (docs, steps, duration).
  • KYC status module, 30-day ETA countdown, and email/SMS updates.
  • Safer SIN step: masked input, inline validation, security reassurance, save-and-return.
  • Stepper/timeline with contextual help; simplified plan cards with “recommended” logic.
APPROACH
User Research & User flow Through user interviews and surveys, it became clear that most customers were unaware of the platform update and did not realize they needed to transfer their old RESP plans. They were also unfamiliar with the potential delays that could arise if their risk profile changed during the KYC process. I made a quick user flow to solve the problem.
Frame 1000006012 1
Communicating Platform Updates To address the issue of users being unaware of the platform update, I introduced messaging that explained the transition from the old platform to the new one, highlighting the benefits of the updated system. This reassurance helped alleviate concerns and encouraged users to proceed with the transfer.
螢幕截圖 2025-02-23 上午12.14.53 1
Triage Questions for Early Identification To streamline the user journey, I implemented two triage questions early in the onboarding process. These questions quickly determined whether users had old plans and whether they needed to transfer, which helped guide them in the right direction and reduce confusion.
First question
Second question
Guided Transfer Flow with KYC Integration The transfer process was designed to integrate the KYC requirements seamlessly. If a user’s risk profile changed during the KYC step, they were informed of the resulting 30-day delay in their RESP transfer. Clear explanations and a progress tracker helped manage expectations and reduce frustration.
Results & Impact The introduction of triage questions and clear communication about the platform update resulted in a smoother transfer experience for users. By addressing the confusion around the need to transfer, the project increased user engagement and transfer completion rates. Despite the potential 30-day delay caused by KYC risk changes, satisfaction improved due to proactive communication and progress tracking.
Tools & Technologies Figma for wireframing and prototyping
Miro for user journey mapping and brainstorming
InVision for interactive prototypes and stakeholder presentations
Back UX Solution for Legacy Plan Transfers
Group 1000005381
Yandy Hung
Problem Statement
  1. Users didn’t know their RESP was on a legacy platform
    2. KYC risk changes triggered a 30-day delay
    3. SIN entry caused drop-offs
    4. timelines and plan options were unclear
Role Sole UX/UI Designer partnering with PO, Dev, and QA (web + mobile)
SOLUTIONS
  • Clear legacy to new platform banner with brief explainer, with triage to route the right flow.
  • Guided transfer flow with upfront expectations (docs, steps, duration).
  • KYC status module, 30-day ETA countdown, and email/SMS updates.
  • Safer SIN step: masked input, inline validation, security reassurance, save-and-return.
  • Stepper/timeline with contextual help; simplified plan cards with “recommended” logic.
APPROACH
User Research & User flow Through user interviews and surveys, it became clear that most customers were unaware of the platform update and did not realize they needed to transfer their old RESP plans. They were also unfamiliar with the potential delays that could arise if their risk profile changed during the KYC process. I made a quick user flow to solve the problem.
Frame 1000006012 1
Communicating Platform Updates To address the issue of users being unaware of the platform update, I introduced messaging that explained the transition from the old platform to the new one, highlighting the benefits of the updated system. This reassurance helped alleviate concerns and encouraged users to proceed with the transfer.
螢幕截圖 2025-02-23 上午12.14.53 1
Triage Questions for Early Identification To streamline the user journey, I implemented two triage questions early in the onboarding process. These questions quickly determined whether users had old plans and whether they needed to transfer, which helped guide them in the right direction and reduce confusion.
First question
Second question
Guided Transfer Flow with KYC Integration The transfer process was designed to integrate the KYC requirements seamlessly. If a user’s risk profile changed during the KYC step, they were informed of the resulting 30-day delay in their RESP transfer. Clear explanations and a progress tracker helped manage expectations and reduce frustration.
Results & Impact The introduction of triage questions and clear communication about the platform update resulted in a smoother transfer experience for users. By addressing the confusion around the need to transfer, the project increased user engagement and transfer completion rates. Despite the potential 30-day delay caused by KYC risk changes, satisfaction improved due to proactive communication and progress tracking.
Tools & Technologies Figma for wireframing and prototyping
Miro for user journey mapping and brainstorming
InVision for interactive prototypes and stakeholder presentations