Future-proofing threesixty's digital service offering

threesixty delivers support and personalised solutions to over 900 directly regulated IFA practices, including over 100 discretionary management firms. With a focus on investment-orientated businesses, clients range from substantial national and regional-sized firms to niche boutique investment managers and financial planners.

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threesixty briefed Code to future-proof its digital service offering and make its financial services experience slicker, more unified and content easier to navigate. They were also looking to transform the way their digital services worked for clients, and align the reputation of offline services with their online presence.

We created a new brand and product proposition that aligned with the business vision and service principles that were translated across the art direction of the website. Most of the opportunities centre around the way content was provided and threesixty clients needed a highly functional service but with a sense of feeling behind it.

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A product that got the job done, but was provided by skilled experts who know cutting-edge guidance for each and every client.

We worked closely with threesixty’s internal team to establish a set of content principles which co-designed the structure and content guidance for the portal. Our content designers translated the research into key findings and led the sessions to ideate the opportunities.

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Once the guidelines had been identified, we produced an artefact that describes them and could be used by internal teams as part of the content production process.

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The outcome was a designed, easy-to-understand and implemented set of guidelines that led to a better, mobile-first, customer experience that converts better as a result of more relevant and persuasively designed content.

A user-centric roadmap for product and service delivery for both customers and colleagues was all about:

• An integrated online and offline experience, designed around the rhythm of the relationships
• The same great face-to-face experiences no matter the touchpoint in which a client chose to interact
• Ease of finding relevant information quickly, convenient and clearly
• Maximising the cross-sell of financial guidance products for commercial opportunity
• Focusing on a single, integrated product approach

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