AWS cloud web app for Corporate Actions

All corporate actions were handled manually by a specialized level of customer service agents. The job was to offer customers a digital solution (the first AWS cloud app for Fidelity) to decrease call-times, which were extensive for all corporate actions.

Discovery

Understanding the complicated world of corporate actions was a difficult process as it was all managed by vendors and a small group of experienced employees with physical folders of printouts, faxes, excel spreadsheets, etc. There were about 24 different corporate actions which were all complex and different in terms of user input and workflows. Many customers admitted they "didn't do anything" when they recieved a corporate action email, because they "couldnt figure it out". From a development perspective, there were few systems set up to automate the process. We interviewed dozens of employees and set up surveys for each design decision we considered along the way. I worked very closely with the architecture team to find the best way to build out new systems and APIs for the whole project.

Strategy

After several white-boarding sessions, we found simililarities between the 24 separate corporate actions we were task to build out. Knowing we had to build APIs and systems to support everything, we were able to simplify the needs into sections to have multiple teams build out. We built our development roadmap according to the timelines of the service teams estimates with this information.

Testing

User testing was critical for a new product, so I was able to convince stakeholders to allow experienced agents and long-time customers to weigh in as we developed the full experience. The research team at FIdelity helped run several interviews to gather insights throughout the project, providing solid user-driven direction for the whole team and our stakeholders.

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