Case Study
Charles Schwab Document Platform
Increase trust-building and cross-device support for your donation and campaign emails with the same formula I used for Charles Schwab.
The trust-building results
Metric
Before
After
User Adoption
Baseline
After research-driven improvements
Note
All compliance requirements met
Full
Desktop + mobile
Regulatory Approval
N/A
Cross-Device Support
Limited
+15%
100%
Trust-building design → Donors need to feel secure when giving online, just like Schwab clients signing financial documents
The Project
As Senior UX Designer and Digital Product Owner at Charles Schwab, I owned the UX and information design for a secure, compliant document signing platform used by financial advisors and their clients.
The Challenge
Complex multi-step workflows needed to feel simple and intuitive
Strict regulatory requirements for every interface element
Users (financial advisors and clients) had varying technical comfort levels
Needed to balance security with user experience
Cross-device functionality required (desktop and mobile)
How This Applies to Your Nonprofit
Trust-building design = Donors need to feel secure when giving online, just like Schwab clients signing financial documents
Complex-to-simple workflows = Multi-step donation forms (amount > payment > confirmation) designed to feel effortless
Research-backed decisions = I don't guess what works—I test and validate before launch
Cross-device excellence = Your donation emails work perfectly whether opened on desktop or mobile
Compliance awareness = Understanding of CAN-SPAM, accessibility requirements, and best practices
Financial services UX skills translate directly to nonprofit donation experiences:
Trust building and security enhancement
Donating that feels effortless
Research backed and compliance awareness
The Solution
Multivariate testing lets users compare several designs and answers specific questions to identify which design gives the best experience.
Funnel flow and information architecture
Market research: Conducted user research to understand pain points and inform design decisions
Clear information architecture: Intuitive navigation through complex document workflows
Responsive UI flows: Created from scratch in Figma, coordinating with engineers during sprints
Compliance integration: Navigated regulatory feedback and legal approvals for all interface logic
Production-ready specs: Detailed documentation ensuring consistent implementation
Book an Appointment or email me
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Average response time: Within 24 hours on weekdays