Specimen SPEC-011 · financial services
Charles Schwab
Engineering trust into every place a client actually feels it.
Selected work — Client Experience
CLIENT EXPERIENCE
Fig. A — Sequencethe genes we worked on
What we selected for at Charles Schwab
Identitywho you are
Making trust a felt identity at every touchpoint rather than a claim on a homepage. In finance, the brand is how it feels to hand someone your money.
Perceptionhow you see
Mapping the client's real journey to find the quiet moments where trust is lost — the friction nobody logs but everybody feels.
Expressionhow you act
Rebuilding the touchpoints where the experience is actually delivered, so the promise and the moment match.
Fig. B — Expand the sequencefrom the journal