Cynthia Cory - Digital Designer & UX

Cynthia Cory - Digital Designer & UXCynthia Cory - Digital Designer & UXCynthia Cory - Digital Designer & UX
  • Home
  • Web Design
  • Web & Mobile App Design
  • Accolades & References
  • Resume
  • More
    • Home
    • Web Design
    • Web & Mobile App Design
    • Accolades & References
    • Resume

Cynthia Cory - Digital Designer & UX

Cynthia Cory - Digital Designer & UXCynthia Cory - Digital Designer & UXCynthia Cory - Digital Designer & UX
  • Home
  • Web Design
  • Web & Mobile App Design
  • Accolades & References
  • Resume

Beneficiary Designation Digital Transformation

Drivers for Transformation

Superior digital experience

Improve customer effort score

Superior digital experience

Provide consistent digital self-service experiences for all products across all channels.

Improved digitization

Improve customer effort score

Superior digital experience

Eliminate manual effort by TIAA to update beneficiaries on behalf of the participant's requests that come via call, fax, or mail.

Improve customer effort score

Improve customer effort score

Improve customer effort score

Provide simple, consistent experiences for participants, and improve overall customer satisfaction.

Modernize technology stack

Improve customer effort score

Improve customer effort score

Re-architect technology stack with microservices with containerized architecture for resiliency, stability, and agility.

Customer pain points

Navigation Challenges

Navigation Challenges

Navigation Challenges

  • Participants are unsure of the starting point to find beneficiary designations
  • 50% of beneficiary calls to NCC were to get navigation help
  • 29% of VOC verbatim expressed frustration with the online beneficiary experience

Unguided experience

Navigation Challenges

Navigation Challenges

  • Participants calling for navigation help are extending their call to obtain guidance in updating their beneficiaries
  • 17:26 AHT for beneficiary assistance calls
  • Specific guidance related to confusion with: Multiple initiation menu options, inconsistent Action menu options, confusing and contradictory messaging

Blocked activity

Navigation Challenges

Blocked activity

  • Primary feedback - participants are frustrated that they cannot copy designations from an updated contract to another contract; they are told they have to wait 24 hours for system updates and repeat beneficiary updates to other plans
  • 24% of participants call multiple times for assistance

Copyright © 2025 Cynthia Cory - UX Designer - All Rights Reserved.

  • Home
  • Web Design
  • Web & Mobile App Design
  • Accolades & References
  • Resume

This website uses cookies.

We use cookies to analyze website traffic and optimize your website experience. By accepting our use of cookies, your data will be aggregated with all other user data.

Accept