DOL/IRA Assembler
Redesigning a critical internal portal for IRA management at Primerica with modern UX principles and the ONE X Design System
Project Context
DOL (District of Labor) is a yearly process that is pivotal for business in Primerica as it is an internal portal accessed via POL (Primerica Online) for clients and representatives to add, maintain, and transfer different IRAs (internal and external).
As the product entered the planning stages for 2021, the business lacked any design structure or design logic, creating an opportunity for comprehensive UX improvement.
The Challenge
Refine the current process and implement best practices utilizing the ONE X Design System (Pega Optimized) to create a seamless, standardized user experience.
What is the Problem?
The DOL/IRA Assembler lacked coherent design structure and logic, resulting in:
- No standardized user flows
- Inconsistent UI patterns
- Unclear information architecture
- Missed opportunities for design system implementation
Project Goals
Analyze Current State
Understand the existing flow and process to identify pain points and opportunities
Design System Integration
Understand constraints with Pega Components and implement ONE X Design System
Propose New Flows
Create flows that implement UX standards and best practices for optimal user experience
UX/UI Audit & Discovery
We conducted a comprehensive audit of 35 flows across multiple IRA types, identifying key questions and pain points throughout the user journey.
Key Research Questions
SOF External IRA
Steps 1–3 identified flow for External IRA with CTAs taking the user from establishing the fund source, through a progress tracker, to the ultimate final asset
SOF Internal IRA
Best place in the process to include multiple sources of funds, with CTAs for navigating between design components
UX/UI Alignment
How we defined what was identified and prioritized in the audit through collaborative design thinking sessions.
Flow Organization System
Revised User Flows
We developed streamlined flows for both External and Internal IRA processes, implementing non-qualified account handling and optimized data gathering at each step.
External DOL Flow
- Welcome screen with clear purpose
- Streamlined account type selection
- Progressive disclosure of information
- Clear decision points and routing
Internal IRA Flow
- Simplified fund source identification
- Integrated cost calculator
- Dynamic form fields based on context
- Step-by-step progress tracking
Leveraging ONE X Design System
We aligned with Primerica's Mortgage product, which successfully utilizes the ONE X Design System within PEGA, ensuring consistency and leveraging tested components.
Final Design
Clean, intuitive interfaces that guide users through complex IRA processes with clarity and confidence.
Clear Entry Point
Users are greeted with a clear explanation of the process and can select their reason for accessing the tool, ensuring the right flow from the start.
Step-by-Step Guidance
Multi-step progress indicators show users where they are in the process, with clear navigation between steps.
Smart Forms
Dynamic tables and input fields adapt to user selections, showing only relevant information and reducing cognitive load.
Outcome & Impact
PRI-Award
Design team recognized with company award for outstanding work
All Objectives Met
Successfully achieved all stated project goals on schedule
Q4 2021 Launch
Smooth implementation with positive stakeholder feedback
Key Achievements
- Exceeded stakeholder expectations from the business product roadmap
- Smooth component implementation with positive feedback from developers
- Successful PEGA integration through alignment with Mortgage product and design thinking sessions
- Established design system precedent for future Primerica products
Key Takeaways
Design Systems Enable Scale
Leveraging the ONE X Design System and aligning with tested patterns from Mortgage allowed us to move quickly while maintaining quality and consistency.
Collaboration is Critical
Regular design thinking sessions with the Product Owner and Business Analyst ensured alignment and helped overcome PEGA implementation challenges.
Research Drives Solutions
Comprehensive audit of 35 flows and competitive research informed our approach and helped identify opportunities for improvement.
User-Centered Flows Matter
Creating clear, logical user flows with progressive disclosure reduced complexity and improved the overall experience for clients and reps.