AMP x Deloitte Digital

Staying on top of your finances

AMP is a financial services company in Australia and New Zealand. In 2017, they partnered with Deloitte Digital to rethink and redesign the Money Manager, a set of cashflow and budgeting tools available on the My AMP online banking platform, to help customers better manage their finances.

Collaborating with Deloitte Digital, we were tasked to redesign the wealth management online experience to help customers streamline their cash flow review and introduce new budgeting and tracking solutions via enabled aggregation and automatic categorisation of all their bank accounts regardless of the financial institution.

The AMP budgeting tool redesign empowers customers to take control of their finances, whether with or without guidance from financial advisers.

Our key challenge was to design a tool that would meet the needs of the wealthy, time-poor individuals guided by financial advisers and tech-savvy, self-directed customers who wanted to gain more control over their finances.

To break it down, our tools required straightforward onboarding, self-explanatory features and comprehensive functionality for advisers and their customers.

Problem framing whiteboarding session.

Understanding the connection between all wealth management tools available via My AMP.

My Role & Approach

Working on-site with the AMP team, I've led the digital experience stream while supporting the in-house CX team initiatives.

I contributed to the product concept, conducted user research and interviews, developed personas, created flows and wireframes, documented user stories, and, working closely with a visual designer, ensured consistency across all UI elements. 

Collaborating with the AMP's CX team, I helped run workshops with customers and financial advisers. Furthermore, I worked with the development team and the Platform Owner to define the back-end and front-end experiences.

Persona generation and customer journey mapping.

Budget Setup

We identified that one of the main barriers to better money management was the budget setup process. To simplify this step, we let customers pre-populate all budget fields with the data from previous days, months and years of their choice to include all reoccurring expenses from any bank accounts. 

Transactions were pulled in and automatically categorised: purchases from Coles and Woolworths went to Groceries, cinema tickets - to Entertainment, etc. The monthly budget could then get carried over for the whole year with an option to edit. 

Our main goal was to support customers with all relevant information about their past transactions available at hand so they could make more informed decisions about their future financial position. This also meant providing detailed visual clues to help navigate all custom-edited values and months.

The evolution of the budgeting tool has allowed for the sweet spot between simplicity and just the right amount of functionality. 

Budget Tracking

To help customers monitor their financial performance daily, we designed a budget tracking feature that compares the set budget to the transactions as they occur. Over time, customers are equipped with cash flow trends and insights and can better plan for the future.

Comprehensive budget tracking functionality to support customers' finance journey.

Feature prioritisation and design handoff to development.

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I’m open to new opportunities, so please feel free to reach out.

© Natalia Esakova-Owen, 2023