Secure message center 
Client: TD Ameritrade
This is a redesign of the message center from the old site. I was the UX on the team that worked on this.

Research
Part of our research involved talking to subject matter experts on the back end, i.e. how a message gets answered from beginning to end. We learned the following:
- The message destination is determined by the topic the user selected when they composed the message.
- Most users select other in the topic drop down.
- The routing system that sorts the message is complicated and making changes to it is potentially perilous.  
- Everyday the message team gets about 1000 messages with forms attachments that they manually forward to a barcode sorter 

Problems we defined
- How to redesign the topic dropdown without disrupting the complicated and delicate back end?
- How to redesign the topic dropdown to encourage users to select a relevant topic and help reduce processing time?
- How to reduce the bottleneck for form attachment?
Result
Before: Original message flow
After: Main message flow
Details
One of our assumptions is that the user chose other in the topic dropdown because the topics presented were confusing. So we did the following to address this. 
1. Removed any topics that we could. For example, Internal transfer IRA contribution was removed because it was a duplicating a function of the transfers site. Also during tests, users went to transfers when prompted to make an IRA contribution.
2. Organized the topics into sections and added descriptive titles to each section. Working together with copy, product owner, and my design manager, we did a small card sorting exercise and put everything into categories. This way we didn’t change anything on the delicate backend.
3. Redesigned the front end drop down to accommodate the titles. I used a custom dropdown component from another part of the site because it worked well and it didn’t take up dev resources.
Send a form feature
The subject matter experts said it would greatly reduce processing volume if we created a separate feature for sending forms. The back end system was set up to auto-sort any attachments sent without a message by barcode. So we designed a flow that emphasized attaching a form and deemphasized adding in a message. 
Testing: Send a form feature
We tested the Send a form design by presenting users an Invision prototype and ask them to do the following tasks:
- Can you send a form? 
- Can you delete the form you attached and reattach a correct form?
We tested on 5 TD Ameritrade customers who were between the ages of 30-70 and had 10-20 years of investing experience.

Testing results
- 5 out of 5 users successfully uploaded a form
- 4 out of 5 users used the delete button when asked what they would do if they uploaded the wrong form
- 3 out of 4 users thought special instructions could be used to add a note  
- 2 out of 4 users thought special instruction were instructions for filling out the forms
- 2 out of 4 users expressed they were unsure what special instructions meant

Overall, the Send a form design tested well with the users. All users were able to upload and send a form. We only needed to adjust the copy on Adding a message link since they expressed what it did inaccurately. ​​​​​​​

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