Welcome Hub
Self-service portal for new UBS clients migrating from Credit Suisse
My role:
UX Designer
Team:
ubs.com/ch
Timeline
04/25-03/26
(My involvement)
Project overview
Business goal
When UBS began migrating Credit Suisse clients, the bank needed a best possible sollution to guide them. Clients were arriving from a different banking environment entirely, so a tailored portal was built to guide them through this journey and help them get oriented without friction.
Project problem
Clients were navigating an entirely unfamiliar banking environment with new products, new processes, and new terminology. The portal needed to guide them through that transition clearly, serving retail, wealth management, and corporate clients all at once, each with different needs and expectations, ensuring that UBS helplines wouldn't be overwhelmed.
My Role
I joined Welcome Hub as a supporting designer while the project was already in motion, then gradually took over more responsibility as the work progressed. My duties included designing new pages, adapting previous designs to align with new requirements and ensuring quality implementation.
Approach
Rapid Problem Solving
The project operated in a constantly shifting environment, with requirements and priorities evolving throughout. Delivering effectively meant adapting quickly, finding practical design solutions under time pressure without losing sight of the client experience.
Video tutorial page for Wealth Management
Clients often arrive with questions about features that are easier to show than explain. This video tutorial page gave them a dedicated space to explore overviews of more complex UBS mobile and e-banking functions at their own pace, with additional context available alongside each video for clients who wanted to dig deeper.
Impact
Positive Client Feedback
Twice the positive feedback compared to standard ubs.com help pages, meant learnings from this project could be applied to improve self-service across the wider platform
Welcome Hub was one of the more demanding projects to work on, largely because the everchanging. Priorities shifted, the scope was broad, and the pace left little room for hesitation. Taking ownership in that context pushed me to make decisions more confidently and trust the process even when the full picture wasn't clear yet.
