Solutions Designed

Pre-RMD Preparation (6 months to 1 year before deadline)

Goal: Educate, guide, and build confidence early to reduce last-minute calls.

Key Features:

• Personalized Countdown Timer on the login screen
• RMD Hub: Centralized education center with videos, articles, interactive planning tools
• SaveBox: Personal “folder” for users to save articles, calculations, and decisions

Taking the RMD (Action Phase)

Goal: Make the actual withdrawal process intuitive, error-free, and self-service friendly.

Key Features:

• Simple, progressive disclosure forms (step-by-step instead of overwhelming)
• In-line help overlays and tailored content
• Auto-fill options (“Same as Last Year” button) to minimize user input
• Guided vs. Self-Service Flows based on user comfort level

User Testing Insights

We validated the prototypes through direct observation and live interviews with six users across a wide age and tech-savviness spectrum.

Positive Findings

• Countdown reminders worked
  Users loved having a clear, early heads-up; it made RMD feel manageable instead of last-minute.
• Guided flows boosted confidence
  A “Guide Me” option helped users feel less overwhelmed and more willing to complete tasks online.
• In-line help made a real difference
  Simple, easy-to-find help overlays gave users the confidence to move forward without picking up the phone.
• SaveBox feature felt empowering
  Saving articles, tools, and decisions in one place made users feel more in control of their planning.
• Friendly language builds trust
  A more conversational tone (instead of technical jargon) helped users feel like Vanguard was truly making the process easier.

Areas for Improvement

• Confusing terminology
  Words like “Income Preference” threw people off. Clearer, plain-language labels like “Distribution Options” worked better.
• Asking for too much too soon backfired
  Asking for external account logins or sensitive data early in the process made users uncomfortable and more likely to bail out.
• Users needed more context before taking action
  Users wanted a quick overview or “what to expect” upfront before answering questions or making choices.
• Visual cues weren’t always clear
  Progress bars, buttons, and next steps sometimes got missed. Users needed stronger visual signposts to stay oriented.
• Desire for flexible exploration
  People didn’t always want to commit right away. They wanted the freedom to “learn more” without feeling locked into a decision.

Outcomes and Recommendations

Vanguard left the workshop with clear action plans:

• Launch a Countdown Reminder Campaign one year before RMD eligibility
• Build an RMD Education Hub with layered learning (beginner to advanced)
• Integrate Account Opening into RMD workflows to prevent disbursement errors
• Redesign Forms to be smarter, faster, and easier
• Train Representatives to support the new online-first flow
• Fix Navigational and Search Issues on Vanguard.com immediately

Longer-term strategic recommendations:

• Invest in TA flow modernization
• Prioritize user experience improvements even over pure call volume reduction
• Continue building self-service confidence over time, rather than focusing solely on immediate conversions

Reflections

This workshop demonstrated how client trust and ease of action must outweigh operational convenience when designing for retirement-age users.

By applying human-centered design principles, we built a roadmap not just for compliance, but for client empowerment, loyalty, and retention.