The challenge
Retirement-plan participants were making consequential financial decisions in an environment full of complexity, uncertainty, and competing priorities. Voya wanted to help people understand their broader financial wellness and connect that understanding to practical action.
My role
I partnered across product, research, technology, marketing, brand, and business stakeholders to validate the problem, understand member needs, and shape a suite of tools, calculators, and educational experiences.
The work
- Validated the problem with customers and product/research partners rather than assuming the initial framing was correct.
- Designed experiences that connected financial education with actions members could take.
- Helped structure tools and guidance around clearer decision-making rather than information volume.
- Worked within the realities of regulated financial products and retirement systems.
What we learned
The work reinforced a pattern that appears throughout my career: people often do not need more content. They need the right information, at the right point in the journey, connected to a decision they can understand and act on.
Why this case matters
Financial Wellness shows the customer-facing side of the same transformation capability: understand the system around the decision, use research to frame the real need, align multiple functions, and make complexity actionable for the person using the service.