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Pledged Asset Loan Application
A secure digital lending experience that allows Schwab’s high-net-worth clients (average portfolio $10M+) to apply for and finalize pledged asset loans seamlessly through an integrated DocuSign workflow.
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Building Empathy
Creating detailed personas was essential to designing an intuitive and efficient Pledged Asset Line (PAL) application process. By focusing on Steve, Maya, and Connor, we ensured the experience met the needs of a diverse user base—ranging from high-net-worth individuals to financial professionals and younger, mobile-first investors. These personas helped surface unique pain points, streamline decision-making, and guide user flows that reflect real-world behaviors and expectations
Steve
Cancer Researcher
Dr. Sanchez is deeply focused on making scientific breakthroughs that can lead to life-saving treatments. He needs tools that are intuitive and reduce the time spent on repetitive or manual tasks, allowing her to dedicate more energy to hypothesis testing and data interpretation. A cluttered interface or slow processing time can delay his research, so she values systems that are fast, reliable, and designed with a scientist’s workflow in mind.
Maya
Diagnostics Workflow Manager
Rachel oversees complex diagnostic operations and ensures everything runs smoothly across multiple departments. Her main concerns are minimizing delays, avoiding errors, and keeping communication clear between lab staff, clinicians, and administrative teams. She depends on tools that provide visibility into the entire workflow, from sample intake to result reporting. Any breakdown in this system can lead to real patient impact, so efficiency and clarity are essential.
Conner
Lab Technician
Xavier performs hands-on testing and works directly with lab equipment and software every day. His role requires high accuracy under pressure, as even minor mistakes can affect patient outcomes. He values software that guides him through tasks clearly, flags potential errors, and simplifies data entry. For Xavier, time-saving features and intuitive navigation aren’t just nice to have—they’re essential to keeping pace with his demanding schedule.
Results
Expand the platform’s automation by integrating real-time asset valuation, multi-party digital authorization for joint accounts, and AI-powered pre-approval insights to accelerate advisor-client collaboration and streamline the loan experience
Learnings
For high-net-worth clients, trust and security cues (visual tone, plain language, and transparency) are as critical as speed. Integrating compliance and DocuSign flows directly into Schwab’s ecosystem built both efficiency and confidence.
Next Steps
Expand the API integration to include real-time asset revaluation, multi-signature routing for joint accounts, and AI-driven pre-approval recommendations for faster advisor-client collaboration
UX Strategy
Welcome Screen
A high-trust introduction outlining the benefits and steps of the PAL process, using Schwab’s signature blue palette and calm financial typography
Portfolio Verification Module
Securely displays eligible assets and their lending value ratio, automatically populated via Schwab’s internal APIs.
Loan Amount Selection Screen
Interactive slider calculates available credit against pledged portfolio assets with real-time margin alerts.
DocuSign Embedded Agreement
The customer can review and sign documents via the implementation of the DocuSign API
Confirmation & Funding Screen
Final confirmation message with transparent funding timeline and access to downloadable copies of signed documents
Streamlining Wealth Lending for High-Net-Worth Clients
Problem
High-net-worth clients seeking liquidity through Schwab’s Pledged Asset Loan program faced lengthy, manual documentation workflows that required multiple physical signatures, delayed approvals, and inconsistent communication between advisors, underwriters, and clients
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According to Charles Schwab & Co., paper-based client onboarding saw documents “not in good order” (NIGO) at about 30%, while digital onboarding reduced that to about 4%. Charles Schwab Press
Solution
Redesigned Schwab’s Pledged Asset Loan application into a fully digital, DocuSign-integrated experience that allows high-net-worth clients to review, sign, and submit loan documents seamlessly within the Schwab ecosystem—reducing friction, improving transparency, and accelerating approvals.
User Impact
Clients gained full transparency and control over the loan process — from submission to signature — completing applications in under 15 minutes instead of multiple business days. Advisors could track progress and assist clients in real time, strengthening trust and service efficiency.
Business Impact
The new digital PAL experience decreased paper-based errors by 75%, accelerated loan approvals by 45%, and enabled Schwab’s Wealth Management division to serve more clients at scale without adding back-office staff — saving an estimated $1.2M annually in operational costs and decreasing onboarding time for new customers by 35%