Problem Summary:

- Schwab clients were unaware of new Digital Trade settings tools

- The current design system lacked a “coachmark” component to meet this user need

Key Actions

- Developed new Tips component to highlight improved features; pilot with trade team

- Defined guidelines around character length, required content elements

- Content must avoid jargon, use active voice, be concise, helpful, and encouraging

Results:

- Pilote to grow wareness + engagement with trade features

- POC was unobtrusive, helpful, contextually relevant

- >6x increase in CTR + use of feature vs. no tip.

Project Summary:

- Post-merger, TDA clients found Schwab app’s Summary page unsatisfying.

- Used Jobs-to-Be-Done research to identify client priorities: understand, research, and trade.

Key Actions:

- Designed a new dashboard experience using content blocking and strategic module placement.

- Reorganized content modules from primary L1 pages to align with client goals.

- Conducted competitive analysis and card sorting to select name that fit existing IA.

- Collaborated across product and design to integrate the new Tips component for in-app education.

Results:

- Delivered a more intuitive, task-oriented dashboard experience.

- Increased engagement with key modules (trading, research tools).

- Established reusable content patterns for future app surfaces.

Project Summary:

- Scaled Answer Widgets from 50 to 557 across 101 experiences

- Enabled clients to self-serve faster, reducing support calls

Key Actions:

- Built FAQ database using Drupal + analytics

- Added keywords and grouped by experience

- Batches of 50 in biweekly sprints

- QA for formatting, accuracy, brand alignment

Results:

- Completed 6 weeks early

- 605K widget expansions by end of 2021

- Popular widgets: 1099 forms, beneficiary updates, wire transfers

Project Summary:

- Optimized solution, wayfinding, and ‘about us’ content

- Goals: user-friendly, SEO optimized, consistent

- Increase organic traffic and grow form leads by 25%

Key Actions:

- Audited 1500 pages

- Improved scannability, reduced jargon

- Added visuals, CTAs, accessibility improvements

- Segmented work by BU, staggered phases

- Developed new digital writing guide to scale improvements across teams

Results:

- Form leads improved 82% YoY

- Organic traffic nearly doubled