Making a brokerage risk desk learnable from day one

A dense operational system reorganized around the tasks risk teams perform every day.

Operational risk work organized into a clear, repeatable daily path.

Client: Invest.com
Role: Senior Product Designer
Year: 2019
Focus: Fintech · CRM · Brokerage

Product story

From complexity to clarity.

The interface is only the visible layer. The work started by deciding what the product needed to make easier.

The situation

What became difficult.

Brokerage firms live and die on client communication and activity tracking during and after onboarding. The existing tooling was powerful but built for veterans — every new hire in the risk department needed weeks to become useful.

The direction

What the product needed to do.

Working closely with an experienced risk-management team, we mapped the customer journey and the actual day-to-day of the risk desk, then built a platform around those core operational tasks. Cross-role features were validated through visual artefacts tested inside the company.

The change

What became clearer.

A CRM the operational team could execute fast on, and one that stayed learnable for junior joiners — reducing ramp time on the risk desk.

Outcome / Invest.com

2019