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Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems
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Panel: Financial Planners and Advisors as Users/Interpreters of FInancial Systems

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At the 2012 Face of Finance Conference, at Bentley University, in Waltham, MA, Steven Axler (Vanguard), Jennifer Fabrizi (MassMutual Financial Group), Peggy McGillin (Journey Financial Planners), and …

At the 2012 Face of Finance Conference, at Bentley University, in Waltham, MA, Steven Axler (Vanguard), Jennifer Fabrizi (MassMutual Financial Group), Peggy McGillin (Journey Financial Planners), and Stuart Paap (Wells Fargo Advisors) were panelists during the "Financial Planners as Users" session.

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  • Researchers/Designers: Need to understand the sales agency as an “ecosystem” of interrelated roles = key to providing the right tools for work in the agencyOur Stars: The Client and FamilyThe AgentBest Supporting Actors:New Business CoordinatorsService ManagersDirectors and Producers:AdministratorsAssistantsLiaisons with the Product Company’s Home Office(s)Scene 1:Establishing a relationship and making the saleScene 2:Our client is confused or has a new financial need; works with the service managerScene 3:The relationship deepens through life’s events. We have a happy client!
  • Researchers/Designers: Need to understand the sales agency as an “ecosystem” of interrelated roles = key to providing the right tools for work in the agencyOur Stars: The Client and FamilyThe AgentBest Supporting Actors:New Business CoordinatorsService ManagersDirectors and Producers:AdministratorsAssistantsLiaisons with the Product Company’s Home Office(s)Scene 1:Establishing a relationship and making the saleScene 2:Our client is confused or has a new financial need; works with the service managerScene 3:The relationship deepens through life’s events. We have a happy client!
  • Researchers/Designers: Need to understand the sales agency as an “ecosystem” of interrelated roles = key to providing the right tools for work in the agencyOur Stars: The Client and FamilyThe AgentBest Supporting Actors:New Business CoordinatorsService ManagersDirectors and Producers:AdministratorsAssistantsLiaisons with the Product Company’s Home Office(s)Scene 1:Establishing a relationship and making the saleScene 2:Our client is confused or has a new financial need; works with the service managerScene 3:The relationship deepens through life’s events. We have a happy client!
  • Researchers/Designers: Need to understand the sales agency as an “ecosystem” of interrelated roles = key to providing the right tools for work in the agencyOur Stars: The Client and FamilyThe AgentBest Supporting Actors:New Business CoordinatorsService ManagersDirectors and Producers:AdministratorsAssistantsLiaisons with the Product Company’s Home Office(s)Scene 1:Establishing a relationship and making the saleScene 2:Our client is confused or has a new financial need; works with the service managerScene 3:The relationship deepens through life’s events. We have a happy client!
  • Transcript

    • 1. FINANCIAL PLANNERS AND ADVISORS ASUSERS/INTERPRETERS OF FINANCIAL SYSTEMSPanel Discussion Moderator: Fiona Tranquada, Bentley University Panelists: Steven Axler, Vanguard Jennifer Fabrizi, MassMutual Financial Group Peggy McGillin, Journey Financial Planners Stuart Paap, Wells Fargo Advisors October 24, 2012 ftranquada@bentley.edu 781.891.2678 | bentley.edu/usability
    • 2. Agenda 2 Topic Panelist Introductions 2 – 2:20 pm Discussion 2:20 – 2:35 pm Audience Questions 2:35 – 2:45 pm
    • 3. Panelist: Peggy McGillin (Journey Financial Planners) 3• Peggy McGillin, CERTIFIED FINANCIAL PLANNER™ and principal of Journey Financial Planners, helps clients make smarter financial decisions and get better results.• Peggy started by working for three wealth management firms, and then made the decision to create her own firm. Journey Financial Planners is an independent Registered Investment Advisor and financial planning firm based in Concord, MA, and founded in 2008.• To ensure her advice is always in the best interest of her clients, Peggy offers planning advice and investment management only. She is only paid by her clients for the work she does for them, never for the sale of financial products.
    • 4. Panelist: Steve Axler (Vanguard) 4• Steve has been a Senior Usability Engineer at Vanguard for twelve years, primarily supporting the financial advisor and institutional business lines.• In the past several years the financial advisor business has experienced rapid growth, and Steve was an integral part of a team responsible for making major design changes to the website. They conducted extensive user research and numerous usability tests.• Prior to Vanguard, Steve worked in education, training, and instructional design.
    • 5. Panelist: Stuart Paap (Wells Fargo Advisors) 5• As a Financial Advisor, with Wells Fargo Advisors Stuart’s mission is to help people achieve their financial goals by keeping a balanced global perspective as well as developing a better understanding of how they make their personal financial decisions.• Stuart has been featured as “the Funny Financial Advisor” on the Mel Robbins Radio Show and regularly gives financial talks to entrepreneurs, business groups, non-profit groups, and trade associations.• In addition, Stuart mentors entrepreneurs and start-ups, volunteers with the Northfield Mount Hermon Alumni Board as well as McGill University Alumni, groups where he coordinates philanthropic, social and business events.
    • 6. Panelist: Jennifer Fabrizi (MassMutual Financial Group) 6• Jennifer Fabrizi is currently the Practice Lead of User Experience Research & Design at MassMutual Financial Group, a mutual life insurance and retirement services company in western Massachusetts.• She brings many years of experience to this panel as a User Experience designer, researcher, trainer, independent consultant, and director/manager of design teams.• She and her team have worked extensively on web-based applications and websites for sales agents and their support staff in MassMutual’s Sales Agency System.
    • 7. Understanding howsales agencies workDesigning usable systems for financial professionals
    • 8. Like Actors in a Play Cast of characters The Agency The Agent The New Business CoordinatorSupporting The Client and Family Roles The Service Manager
    • 9. Like Actors in a Play Scene 1 The Agency The New The Agent Business CoordinatorSupporting Roles The Client and Family The Service Manager
    • 10. Like Actors in a Play Scene 2 The Agency The Client and Family The Agent The New Business Coordinator I can help youSupporting Roles ??? The Service Manager The Client
    • 11. Like Actors in a Play Scene 2 The Agency The Client and Family The Agent The New Business Coordinator You’re welcome!Supporting Roles Thanks! The Service Manager The Client

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