Two Years Inside the Product.
myprosperity (now HUB24) is a B2B2C wealth platform. In-house Lead UX/UI across three portals and a native app, from research to shipped UI.
I ran the design function for two and a half years. For the first year I was the only designer in the business. A year in I put the case to the board for two hires, our first permanent UI designer and a chief product manager. They approved both. From there I managed the UI designer, and guided two interns over half a year, one sitting with marketing and one with product. On this project I was hands-on day to day with one UI designer and the chief product manager.
The Product
A platform where professionals and their clients meet their money.
myprosperity helps accountants and financial planners work with their clients to compile net worth: live data feeds, in-app messaging, automated reporting, documents and e-signatures. I designed and updated its three portals and white-labelled mobile app from 2020, through its life into HUB24.
Try It · One System, Three Brands
Same screen, same layout; only the accent and the lockup change. Switch the brand, keep the behaviour.
Net worth
$1,284,900
Story One · 2022 Tax-Season Research
Six Sessions, Twenty-One Errors.
How do we encourage ongoing adoption for new and returning clients? I ran the mobile usability study end to end (recruiting on Askable, sessions on Zoom, synthesis in Dovetail), with the accountant client's tax journey as the focus.
Finding the Gaps
Map the whole tax journey first: client and partner, side by side.
Before a single session, I mapped the full e-signature-to-tax-room scenario across both actors, from a new client signing through to completing their first tax room, and marked the gaps where people fell out.
E-signature → first tax room
Step 1 · Email
The e-signature request lands, but nothing signals it's the start of a journey rather than just another attachment.
Step 2 · Sign-up
Signing up is smooth once they commit. This part holds.
Step 3 · Dashboard
They land on the dashboard with no obvious first move, so momentum stalls before it starts.
Step 4 · Tax room
The tax room is findable, but what's being asked of them isn't.
Step 5 · First room done
They finish the first room, then aren't invited back, so the habit never forms.
Synthesis · What Users Say vs What They Do
Every quote tagged, counted and traceable to tape.
Six moderated sessions became a radar plot of pain points, a donut of likes versus frustrations, and 21 tagged usability errors, with every insight linked back to the Dovetail clip it came from.
21
Usability errors found across six sessions, each tagged by theme, from missing bottom navigation to digital forms that weren't mobile-native.
Story Two · From Findings to Shipped UI
Assumptions, Validated. Fixes, Shipped.
First Shipped Response · Intercom Tours
Guidance was the gap, so guidance shipped first.
Users asked for a "getting started guide". Within a month of the findings, Intercom mobile carousel tours were live in the app, welcoming users, pointing at tasks, rooms and docs.
3,669
Tours sent via iOS in the first month (May 2022).
63%
iOS tour completion rate.
1,091
Tours sent via Android in the same month.
73%
Android tour completion rate.
The Uplift · UI/UX Overhaul
Familiar behaviours, bottom navigation, mobile-first forms.
Users are already inundated with app behaviours, so the redesign borrowed the familiar: a centralised bottom nav, native digital forms, and a component library of sheets, cards and recipients so every fix landed consistently.
The Prototype
Try the net-worth flow yourself.
The redesigned add-an-asset flow, ending in the small moment of joy the research asked for: open the interactive Figma prototype → (opens in a new tab)
Six sessions, twenty-one errors, one through-line: make the app behave like the apps people already know.