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Highlights

Led end-to-end UX design and launch of net-new app to replace 350K paper forms

Designed AI assistant so office associates could process cases 30× faster

Launched app to 420K users, processing $34B — $17B previously lost

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Before

Each year, 717 dedicated Fidelity associates mail 350K paper forms.

The information they receive is often out of date or inaccurate — so it takes them an average of 27–34 days to process each case.

That means most beneficiaries wait a month to receive assets.

And if they’re inheriting workplace accounts and personal ones, they’ll have to send the same paperwork twice.

After

Everything’s in one place.

And we’re sharing the data with every Fidelity team. So when the user tells us what’s going on, we’re listening.

AI-assisted workflows save time.

Our AI verifies documents, so many cases don’t need associate processing at all. (That’s a 30× speed boost, if you’re counting.)

So associates can help people.

With reliable information at their fingertips, associates can focus on being there for customers at a difficult time.

Notification

Beneficiary verification

Inheritance — all-in-one dashboard

Transferring assets

Kiefer Partridge · Lead UX Designer

[email protected] · LinkedIn →

CV/Résumé

Contact

Projects

Rebranding the app Rian Johnson used to write Knives Out

Saving customers $34B — and saving $17B for Fidelity

Serving LGBTQ+ youth with HRC for MLK Day of Service

Relaunching HRC in Portland for Black History Month