PROBLEM: 

Curiosity with the 5 Y’s = who/what/where/when/why

PROCESS: 

Seek out strategic solutions through the Double Diamond method = discover/design/develop/deliver

PATIENCE:

Establish a narrative with a growth mindset = fail/reflect/iterate
 

Morgan Stanley Wealth Management

Disclaimer: This is an outline of the type of individual work I contributed while on a team and in a team setting. All visual conceptual work remains confidential and this is a brief verbal summary to the best of my knowledge that I may share regarding the type of use cases while I am a Senior User Experience Designer at Morgan Stanley.

Case Study:

Institutional Client Management (ICM) 2.0 MVP Launch

Role: Taz Hussain, Lead UX Designer
Platform: Morgan Stanley Corporate & Institutional Solutions
Timeline: 0ctober 2023-April 2025
Tools: Figma · FigJam · Adobe Creative Cloud · Confluence · Jira · Design Systems · Prototyping · Accessibility Tools · HTML (basic) · User Flows · Customer Journeys · Brand Standards
Team: Cross-functional squad (UX (Research, Campfire, Content), Business (Product Owner/Stake holders), Technology (Front & Backend), Testing (QA & UAT)

Overview

The ICM Field Studio is a multi-persona platform that helps Financial Advisors (FAs), Client Service Associates (CSAs), and Home Office (HOs) manage institutional client plans and contracts. When brought in to lead UX for MVP 2.0, I was tasked with rethinking fragmented workflows and designing a scalable experience across four core workflows: dashboard, plan builder, plan container views, and entity container views.

The Problem

Institutional teams were navigating multiple legacy systems, inconsistent data, limited collaboration features through CMS and no ability to create new plans, resume or customize workflows. Advisors often struggled to find basic information across tools like NAO, PADT, and CRP.

My UX Approach

🧭 Strategic Discovery & Alignment

• Kicked off with stakeholder discovery to map out gaps and workflow breakdowns.

• Delivered a clickable prototype early on to align business, design, and engineering on the future-state Information Architecture (IA)

• Integrated the Campfire Enterprise Design System for consistency across platforms.

  “ICM 2.0 application is complicated, yet Taz was a fast learner, and is now our go-to person for anything related to ICM UX and FIGMA related.” — Design Manager

🛠️ Designing the Core Product Experience

I led the design of the 4 key MVP flows:

• Dashboard
  Multi-role entry points (FA, CSA, HO), customizable views, and advanced search for plans, contracts, and accounts.

• Plan Builder
  A stepper-based creation flow supporting form inputs, validation, error handling, and pausing/resuming plans.

• Plan Container
  Editable and read-only views of plan data, entity/contract association, and backend service integration simplification.

• Entity Container
  Overview of all contracts and plans tied to a client, including AUM snapshots and plan cards.

  “Taz created multiple UX proposals on the fly and revised flows live during critical meetings.” — Tech Lead

🔍 Testing & QA Integration

• Partnered with UX Research to test prototypes with internal focus group users.

• Used SUS (System Usability Scale) surveys to benchmark design performance from ICM version 1-2

• Embedded UX into QA and UAT processes for smoother validation and feedback loops.

  “Taz is exemplary in collaboration—bringing designers, devs, QA, and stakeholders together to ship a polished MVP.” — Design Peer

🌐 Cross-App Ecosystem Thinking

To extend value beyond ICM, I designed experiences that connected to:

• CRP (Retirement Portal): Unified dashboard for managing CRP and ICM plans

• ICP (Client Portal): “Invite to Enroll” and contact management tools

• IDP (Intelligent Document Processing): Surfaced contract data insights using Artificial Intelligence

  “Taz doesn’t hesitate to explore cross-app connections and contributes to improving the broader ecosystem.” — Digital Product Owner

🎨 Design System Contributions

• Led improvements to form design by organizing information into clear steps, validating inputs and error states, review and submit summary, alerts and status + more

• Contributed reusable components (e.g., group multiselects, modal templates)

• Influenced system rules through product-specific use cases and assisted in POCs with devs

  “Taz is consistently considering the risks when bringing products for design reviews. She is always representing her products first, ensuring she is delivering what's best for the platform. This means she is brings valid use cases to ensure they can be considered moving forward even if they may be counter to current Campfire usage rules”— Campfire Product Owner

Results

• ✅ MVP 2.0 launched on time collaborated across 4 institutional fleets

• 📈 SUS scores showed marked usability improvements over ICM 1.0

• 🔍 Advisors could now create, discover and resume workflows with ease

• 🔁 The collaboration model used for ICM is now a blueprint for other squads - RACI (Responsible, Accountable, Consulted, Informed) Matrix

• 🎯 Stronger product-to-platform alignment through Campfire

Key Takeaways

Leading UX on ICM 2.0 taught me the impact of blending agile execution with deep systems thinking. Designing within an enterprise ecosystem meant building for today, while future-proofing for tomorrow. I stayed embedded with my UX team, devs, testers, and business partners to keep every interaction grounded in real user needs.

Next Steps

• Prototype the ICM MVP 3.0 North Star vision

• Build scalable alert/notification systems across platforms

• Deepen accessibility and content design integration