Digital Experience in B2B Financial Services – Part 1: Differentiating your Experience
About this episode
In the first half of a two-part conversation, Jim Tessmer, Head of Digital Product Strategy at Brown Brothers Harriman, explains how BBH designs digital experiences for two different B2B personas: the executive decision-maker evaluating BBH as a service provider, and the day-to-day operational user processing transactions and records. Tessmer lays out the three themes guiding BBH's UX strategy (actionable insights, operational transparency, and data centricity) using examples like real-time NAV-processing visibility and a redesigned client-onboarding workflow. It's a clear look at how B2B financial services firms differentiate through experience even when the underlying work is transactional and data-heavy.
In this conversation we dig into what’s actually working, where teams get stuck, and the practical moves leaders can make right now — a candid look at the strategy, the trade-offs, and the human side of building great financial services experiences.
In this episode
- 00:54 The ops job that shaped a UX career
- 02:16 Two users: the executive and the processor
- 04:49 A fuel gauge for financial data
- 09:20 Why "just get me the data" wins
