Interactive Investor
2025
Redesigning the Service Plan Experience
I refined and delivered the service plan selection experience across web and app, improving how users understand and choose investment plans while balancing user needs with business goals.
Overview
Simplifying subscription plan selection
This project focused on improving how users understand and select investment plans on the Interactive Investor platform. Joining after initial research and early design exploration, I took ownership of Phase 1 under a tight delivery timeline. I advanced the project to approximately 90% completion, refining the user journey and designing and prototyping key experiences for web and app.
The Problem
How might we simplify the service plan selection experience to help users make more confident decisions?
Choosing a service plan is an important decision for customers, but the existing journey made it difficult to compare options and understand which plan best suited their needs. Redesigning the experience was an opportunity to make the decision clearer while creating a smoother path towards selecting a plan.
Existing service plans page
Challenge
Taking ownership mid-project
I joined the project mid-way through, inheriting existing designs that needed to be reviewed across different user scenarios. When the initial direction received pushback from stakeholders, I needed to quickly adapt and explore a new approach within a tight delivery timeline.
The challenge was to understand what wasn't working, respond to feedback, and find a clearer solution while balancing user needs with business requirements.
Ideation
Designing for different user scenarios
I reviewed the existing upgrade and downgrade journeys to understand how different eligibility scenarios were being handled. I explored alternative ways to communicate restrictions, including hard and soft block patterns, while considering how users could understand their options and next steps.
Design iterations for soft and hard blocks on web and mobile
Through design reviews and collaboration, feedback challenged the initial approach and led me to explore a dedicated page. This provided more space to clearly explain eligibility, why a user could not change their plan, and what they could do next.
Final soft and hard block designs
Final designs
Delivering the final experience
I developed the redesigned journeys in Figma, using Interactive Investor’s existing design system and established patterns to maintain consistency across the experience. I used Auto Layout to create flexible, responsive designs for web and mobile, while collaborating closely with another designer and sharing work through regular design reviews.
Following these reviews, I refined the experience into a fully interactive prototype. I presented the completed prototype to senior stakeholders, explaining the design rationale and demonstrating how the new journeys addressed the challenges identified in the existing experience.
Switching service plans
Working alongside another designer, I refined the changing plans journey with clear eligibility messaging and supporting information.
Billing and payments
Designed the billing and payment experience across web and mobile, adapting the layout and interactions for each platform.
Friends and Family management
Designed the initial setup experience, helping users understand the feature and add their Friends & Family members, through a clear, step-by-step journey.
Full Service Plans walkthrough
A walkthrough of the final prototype, bringing together the redesigned journeys across web and mobile.
Outcome
From prototype to handover
I progressed the project to approximately 90% completion, delivering a fully interactive prototype before handing it over for final delivery. The solution was well received by senior stakeholders, who praised its clarity, structure, and usability, making it my largest and most demanding project during my placement.
You came across very clear and confident when going through the designs! The prototype also looked great.
Senior UX Designer
You're annoyingly good.
UX Design Manager
Learnings