For Union Investment, one of Germany’s leading fund providers, we built a strategic UX research infrastructure to anchor user-centricity sustainably within the organization. By establishing a user test studio, a central repository, a UX portal, and methodological templates, we created a resilient foundation for better product and process decisions. The result: user-based decisions instead of assumptions that optimize products and processes — efficiently, scalably, and with long-term impact.
Union Investment: Scalable user-centricity through Research Ops
Client
Services
Research, Research & Insights, User Research, Organizational Design, Org Design, Service Design, User Journey, Workshops
Industries
Finance & Insurance
The infrastructure for efficient insights and sustainable product optimization
From isolated insights to systematic integration
The initial situation
Our client faced the challenge of establishing user-centricity sustainably beyond individual projects. Previously, UX research provided valuable but isolated insights that could only be integrated into cross-functional decisions to a limited extent. There was a lack of organizational anchoring to make user knowledge continuously usable across different teams.
Lowering barriers, increasing efficiency
Our approach
True user-centricity only emerges when the barriers to UX research are lowered. Working in close collaboration, we developed a system that makes UX research efficient and accessible. By combining environments, platforms, and templates, UX research can be conducted across the entire company with low barriers to entry while maintaining high quality standards. This paved the way for sound decisions aligned with real user needs — interdisciplinary and sustainable.
In Ergosign, we have found a competent and approachable partner who has helped us firmly establish user research within our company. We now have a structure in place that helps our teams conduct research in a standardized, high-quality manner.
Tools for measurable success
The Union Investment UX Portal Dieser Link führt zu einer externen SeiteThe result
Centralized Knowledge Platform (UX Portal): Transparently pools and provides easy access to methods, templates, and touchpoints.
User Test Studio: A physical space that makes user needs visible and allows stakeholders to experience user feedback firsthand.
Cross-Functional Research Repository: A structured database that secures insights for the long term and prevents knowledge from being lost in silos.
Method Templates: Standardized templates for planning, executing, and evaluating UX research.
Better Decision Quality: Product and process decisions are based on validated user data rather than assumptions.
Union Investment
About the client
Union Investment is a German asset manager based in Frankfurt specializing in tailored investment solutions. Since its founding in 1956, Union Investment has grown to become Germany's second-largest asset manager, with more than 4,400 investment experts managing €525.8 billion in AuM (Assets under Management). Their customer-centric service approach enables individual solutions specifically tailored to investor needs, reflecting the human-centered approach of this research project.
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