Putting Our Members First

At Achieve, UX research became central to developing human-centered digital experiences. The team expanded user feedback mechanisms to enhance product development across multiple stages — from 0-1 product validation, through 1-10 iteration, through 10-100 scaling. Key achievements included the Achieve brand launch, a unified member experience platform, two new applications (GOOD and MoLO), and the validation of new product-market fit opportunities across the portfolio.

The heart and the dollar are integral to our Company's mission. We empower everyday people to improve their financial future while putting them at the forefront of everything we do with empathetic support. Our UX Research Team ensures that we are building intuitive, human-centered digital experiences that don't just check a box — they actually meet the needs of our members and keep them engaged.

The work combined financial empowerment with genuine member-focused design practices. By making UX research integral to every phase of product development, the team built digital experiences that served both the business mission and the real needs of the people using them. Design was made a shared discipline rather than a siloed function — and the organization invited cross-company participation in refining these experiences at every stage.

Running 50 research studies with over 1,300 participants in the first year established a continuous-discovery program that informed decisions at every level of the product portfolio. What that program made possible — the GOOD app, MoLO, the Achieve platform, the rebrand — was not the output of a design team working in isolation. It was the output of an organization that had learned to lead with the member's voice.

— S.B.