ROLE CX Designer
MLC needed to redesign their regulatory letters, like Annual Statements and Insurance Notices, before a massive backend system upgrade.
By using behavioural science, a fresh brand identity and polished design system, the final redesign has a more intuitive, readable layout, highlighting exact next steps, and turned boring legal obligations into a great brand experience.
THE PROBLEM
For 60% of MLC members, an annual letter is their only yearly interaction with MLC. However, these legacy documents were dense, filled with jargon, and internally structured which caused user confusion.
THE GOAL
Redesign 11 high-priority regulatory letters to maximize clarity, ensure 100% legal compliance, and guide members seamlessly toward critical next steps.
Previous annual statement design
Updated annual statement design
STRATEGY & SOLUTION
Humanised Layouts: Swapped cold, invoice-like headers for warm, personalized greetings and clear brand colours.
The Money Story Module: Replaced messy financial sheets with a simple, visual, linear flow.
Behavioural Science Hierarchy: Used "chunking" and clear visual container boxes so stressed readers can scan key info instantly.
Drivable CTAs: Pulled actions out of the fine print into dedicated callout boxes.
THE (PRINT) DESIGN SYSTEM
Shown are some of many design systems finalised for the correspondence documents.
PAGE GRID & MARGINS
TYPOGRAPHY
COLOURS
(CMYK values were not provided to us by the end of the project)
TABLES
CALLOUT BOXES
HEADLINE BANNERS
