Financial Services



Simplified Account-opening Process

Scoped and led the work to rework the account-opening process and associated documentation.

Bank of Montreal

Communications Audit and Architecture – Mosaic Card

A communications strategy for the BMO Mosaic card helped align the marketing approach with customer needs and preferences.


Partnering with Toronto-based Simplified Communications Group, we audited communications associated with the bank’s “Mosaic” card offer and associated rewards program.

Our investigation revealed that while consumers appreciated the ability to customize their Mosaic account, what drew them into the relationship was the card’s points program, particularly the airline miles. We recommended realigning the bank’s marketing and communications materials so that the card was, in effect, sold the way it was bought.

Charles Schwab & Co.

Making Financial Reporting Make Sense

Work for Schwab centered on simplifying the presentation of complex financial information. View the case study

Fidelity Investments

Simplied Brokerage Statement

Designs for an enhanced brokerage statement address key client and advisor concerns.


The work started with the client’s detailed tracking of client input and complaints. Data was crunched into a “rocks list” that described and prioritized enhancements to the statement. Online and in-person user testing were followed by final designs and detailed specifications.

Franklin Templeton

Website Redesign

Scoped the work and led the team that redesigned Franklin Templeton’s website.


Website and Mobile App Redesign

Scoped the work and led the team that redesigned KeyBank’s website and mobile app, in the context of the bank’s exclusive partnership with HelloWallet.

Merrill Lynch

Hired by Addison to manage the Merrill Lynch account, I scoped, led the team and served as content strategist on more than 100 programs as part of relationship that that spanned 13+ years and multiple Merrill buying centers. View the case study

  • Communications Audits and Architectures
  • Communications Strategy and Planning
  • Correspondence Simplification
  • Intranets and Practice-Management Tools
  • Onboarding
  • Plain-Language Agreements and Disclosures
  • Process Analysis
  • Product Design and Validation
  • Statements and Related Reporting


Simplified Forms Architecture

A simplified forms architecture and templates smoothed the process for end-clients opening, managing and closing accounts.

PNC Bank

Marketing Materials

Revamped materials helped the bank reach out to dormant clients and enroll them in phone/interactive services. 


Migration Experience

We planned, conducted and reported on customer research related to online provider Simple’s migration to a new banking platform.

T. Rowe Price

Simplified Forms Architecture

An overhaul of T. Rowe’s forms system drew investors into the process; rapid rounds of design iterations took place on an ongoing basis during user testing.

TD Ameritrade

Simplified Brokerage Statement

Strategy and designs for a simplified brokerage statement, based on best practices, are later extended to the bank statement.

Universal American Financial Corporation

Simplified Communications Architecture – Senior Markets

Reducing hundreds of versions and formats to a few key, core templates. View the case study

Wells Fargo

Simplified Store Communications

In the context of a rebrand, extensive work with stakeholders and bankers led to a store literature system aligned with banker needs.

Business Banking Sales Support

Involving the team responsible for point-of-sale terminals, and shadowing them in “day in the life” exercises, drove a re-think of the product positioning and marketing materials.