Scotiabank Advice+

Enhancing Client/Advisor Experience


In recent years, more people are taking financial investments and management into their own hands instead of through conventional financial institutions. This trend is especially prevalent among younger generations, who are likely influenced by financial information available online. Collaborating with Scotiabank, we aim to help this demographic make informed investment decisions and protect them from being misled.

Our project aims to assist Scotiabank in aligning their services with the habits of younger generations who prefer to manage their financial investments independently. To improve engagement, we designed a feature on the Advice+ platform to help clients plan, learn and prepare for their appointments in advance to avoid feeling overwhelmed.


24 hrs


Research, UI Design

Team Members

Anastasiia Fedorova
Kloe Wong
Sophie Young
Will Araujo

Tools Used

See Figma Prototype

The Process

I. Empathize

Problem Space

Beyond day-to-day banking like transferring funds, paying bills and saving, more people are looking to wealth management solutions provided by banks to grow and manage their wealth. People want to secure their financial futures and they want experts to support them.

Scotiabank offers a variety of wealth management services and has highly skilled advisors to assist their clients. As clients run their busy lives, they're looking for frictionless and convenient engagement with their advisors online.

Some goals to keep in mind

Eventually, each generation's preferred habits of managing their own finance will be eclipsed by the next, and because of that it maybe really easy to lose sight of why the problem space exist. These three goals were set up so that we will always be grounded to the needs of both Scotiabank and its clienteles.

Keeping with evolving user trends

Retaining customer through exceptional service

Promote service pipeline completion

Further Research

Before tackling the problem head on, our team decided to first get some context on what is happening in the problem space. These include the a deeper research in to the audience, their habits as well as emerging trends. We found that:

  • Due to pandemic, the need for digital platform increased dramatically. Roughly 65% of Canadians used app to do their banking in 2021, up from 56% in 2018
  • Roughly 4.7 million Canadians are making serious considerations in taking a more active role in managing their futures.
  • Roughly 1 in 10 Canadians are planning to stop using financial advising services to manage their investments.
  • Canadians are still likely to seek financial advice for retirement planning (40%), general investment planning (30%), wills or estate planning (27%) and home purchase (26%).

During our research, two major points about the targeted clientele had to be noted.


The research findings were largely inline with what we expected, now we just need a human voice connecting the dots for us. To get more coverage, the team created a set of questionnaires and split up and found a participant each to test our assumptions.

We targeted people within the Gen Z and Millennial population as they are the users most likely to change their investing habits based on social media on mobile platforms.

Initial Assumptions

Most people will seek advisors to help make decisions during important life events.

Gen Z and Millennials are least likely
to seek advice from financial advisors.

Most people have used an online platform for banking/finances of some form.

People will book an appointment when they are unsure of the next steps.

Theme 1: Information Retention

Younger generation of adults are overwhelmed by the amount of information suddenly made available to them. To them, financial advisors are a good way to bring information in to understandable context.

Theme 2: Client-Advisor Relations

With the rise of investment influencers and financial coaches, more and more young adults are losing confidence in long-established financial institutions. Our research shows that clienteles wish their banking experiences can be more personalized.

How might we improve customer experience and meeting effeciencies with wealth management specialists in a shared digital space?

II. Ideation


Based on insights from research and interviews, we created a persona modelling the younger generation to give the problem a human context. They are at the most impressionable stage of their investment journey and following social media influencers is not sustainable as they lack long-term security and accountability for bad advice.

The team imagined Albert's typical experience when he wants to learn more about managing his finances with resources from a typical financial institution. We kept the experience map here minimal, however it serves well to address the major pain points that Albert will encounter. This also provides a good lens on what we think are good opportunities to intervene on.

Task Flow

After a brief discussion on the opportunities we have observed, the team concluded that engaging the users through the Advice+ section of Scotiabank's banking app is a great place to address the pain points. The decisions were further backed up by the fact that the younger generation tend to use their mobile devices as a central hub for banking, learning and self management.

The team rapidly devised a series of tasks and steps that could be implemented inside the Advice+ section and after linking it together, we have our task flow.

III. Prototype


Our task flow was able to help us determine the steps and screen necessary for the user to get achieve their goals but we still had to visually incorporate it in to the Advice+ page of the app. Each team members sketched out their ideas and shared it with the group. At the end, we agreed on a card style approach to the appointment that would show up when an financial advisor has set up a meeting with the client.

High Fidelity

After a brief discussion with the team on our sketches, we finalized our ideas on Figma. Due to the time constraint the team utilized assets captured from the app to create a high-fidelity prototype instead of starting from a low-fidelity model.

We were able to bridge our sketches with interactions that already exists within the Advice+ page of the Scotiabank mobile banking app. This accelerated our process and I personally felt that the results of this process felt like a seamless integration and carried our vision across effectively.

See Figma Prototype

IV. Closing Remarks


Well, it was a very intense process as the sprint challenge was more or less 48 hours. We crammed in as much contextual understanding as we could.  Here are some key take-aways that is worth addressing regardless of solution and approach. As long as these points are acknowledged and set as goals to be addressed, it might be inspirations to other forms of potential solutions.

What's Next?

Personally, I felt our solution was unique but also highly practical since it is an integration within the Advice+ app, if it does peak our client's interest, the next few steps would likely be the following: