Case Study: a prominent international institutional and wealth management firm modernises digital client servicing with 11:FS

International Institutional and Wealth Management Firm builds a unified digital servicing platform with 11:FS in 3 phases

A prominent international institutional and wealth management firm engaged the vendor 11:FS to address the challenge of modernizing its digital client servicing experience. Its legacy systems and fragmented user journey created operational inefficiencies and risked client retention, as they failed to meet modern expectations for seamless digital service akin to leading neobanks.

The solution from 11:FS involved a strategic, design-led approach to define a future-state vision for a unified digital servicing portal. Through immersion and discovery, they prioritized key customer journeys, designed portal screens, and established a consistent design language and roadmap. This provided the client with a tangible, feasible foundation for a scalable platform to improve both client and employee experiences, enhancing operational efficiency and creating reusable digital capabilities for long-term change.