14 Product launches,
2 transformation programs,
and 1 giant IPO.

What was Quilter's Challenge?

In 2018, Quilter, a leading UK-based wealth management company, faced the pivotal challenge of rebranding from Old Mutual Wealth. This transition required a comprehensive digital transformation to modernise technology and customer interactions, enhancing client experiences while driving revenue growth and strengthening their market position.

Quilter, committed to offering best-in-class financial products and services, recognised the need for innovative solutions to maintain its status as a leading wealth management company. The rebranding from Old Mutual Wealth to Quilter required advanced design, digital, and technology solutions to support its new identity, elevate client engagement, drive robust revenue growth, and strengthen its market position.

Quilter faced several significant business challenges, impacting time to market and increasing the cost to serve:

1. Product Representation: New investment offerings, such as the "Managed Portfolio Service," were not reflected in their existing tools, limiting adviser support
2. Disjointed Tools: A collection of legacy "fact find" tools created inefficiencies, as they required manual input from advisers across different investment dimensions, including risk appetite and ESG preferences
3. Outdated Systems: Existing tools were designed for desktop use, while advisers preferred modern, mobile-friendly solutions to enhance client interactions
4. Manual Cross-Referencing: Advisers had to match client profiles manually to suitable investments, a time-consuming process prone to error

What was the solution?

Quilter leveraged Etch’s seamless convergence of design and technology to achieve rapid business milestones.

They launched 14 cutting-edge products, initiated two pivotal transformation programmes, and facilitated a significant IPO - transforming their digital and design infrastructure to achieve tangible business outcomes that drove measurable success, solidifying their position as industry leaders. Quilter collaborated with Etch to tackle these challenges through a strategic design and technology transformation programme, implementing innovative solutions that significantly elevated customer experiences and reinforced their industry leadership.

Together, they decided to:

• The transition from a Waterfall to an Agile delivery methodology, increasing velocity and time to market
• Design a consistent and modern customer experience across all business units
• Develop a robust and sophisticated toolkit within their enterprise content management software, Optimizely (At the time EpiServer)

Our Methodology

The successful implementation of the CX transformation strategy was driven by the collaboration between Etch and Quilter, accelerating change and delivering key outcomes:

1. Agile Transformation: Quilter embraced the shift from a Waterfall to an Agile approach, integrating experts from both Quilter and Etch through a collaborative framework. This facilitated knowledge sharing and built stronger, more effective teams with an emphasis on rapid time to market and iterative development
2. On-site Collaboration: Quilter and Etch’s experts worked side-by-side on-site to foster a cohesive digital team and enable quick decision-making. They established digital guidelines tailored to each business unit’s unique needs while ensuring consistency with Quilter’s offline collateral
3. Sophisticated Toolkits: Developing a robust toolkit within EpiServer allowed Quilter to create new digital products with varying styles depending on the business unit. This toolkit utilised shared global components, ensuring efficiency and consistency
4. Continuous Improvement: Adopting Agile methodologies, Quilter embraced continuous releases to iterate on their initial MVP launch. This iterative process allowed for rapid enhancements and optimisations, reducing the time and cost associated with product launches

Since the tool's launch in March 2022: