PwC's Next Hub - Bringing it all togther

Next Hub is the anchor of PwC's digital experience. An online dashboard & tool that allows you to see the information about your business that matters. Anywhere, any time, on any device.

Enabled to integrate multiple online accounting software accounts, the customer gets a real-time view of their business which is completely customised to them.

MY ROLE

Lead Product Designer

TEAM

8 people across Product Design, UX Research and Content Strategy.

STAKEHOLDERS

Senior leaders across Product, Engineering, and Design

THE PROBLEM

Cloud accounting and the ever-growing ecosystem surrounding it have redefined business and disrupted the need for traditional accounting and tax compliance services. This has helped business owners in the small to medium enterprise (SME) market and family offices automate time-consuming tasks and gain timely insights into how their businesses are performing.

PwC had a time-limited opportunity to "positively disrupt" our own business and take a meaningful stake in the SME market. PwC believes this is where the accounting and tax services market will change most significantly and at speed.

And speaking of speed, we were significantly behind the pack leaders—Xero, Sage, and MYOB.

We needed to get cracking.

THE SOLUTION

With Next Hub, PwC can reimagine and digitally enable services for entrepreneurial and private businesses.

In the hands of PwC's advisors, it makes it easier to check on their clients’ businesses, get closer to the action and know what’s going on. This level of data access, transforms the relationships they have with our clients and enables the type of discussions that they could only otherwise have by being “in” the business.

Customers want PwC to explain the “so what” and provide data-driven insights that will help them make better business decisions. Unprecedented access to client data will enable real time value and new tools to provide services to a broader range of clients.

THE APPROACH

Project Assessment and Planning

• Conducted initial research to gauge user trust in client data and establish a baseline.
• Performed technical explorations to assess the feasibility of consolidating required fields.
• Carried out risk assessments to evaluate potential user impacts.
• Mapped dependencies to ensure key stakeholders remained informed and aligned throughout the project.
• Defined the project scope, expectations, and success criteria.

Design, Development, and Delivery

• Organised planning workshops with internal stakeholders.
• Facilitated ideation sessions with design and product teams.
• Created and tested high-level concepts with user participants.
• Partnered with engineering pods to refine user journeys and validate them in a live production environment.

WHAT WE DELIVERED

• Developed a research plan to evaluate the impact of consolidating client data, measuring both pre- and post-solution delivery, while capturing user sentiment towards PwC regarding trust and data accuracy.
• Created high-level wireframes and tested them with users to understand their needs and expectations throughout the consolidation process.
• Designed and refined user journeys aligned with project objectives, including informing and educating users about upcoming requirements.
• Integrating seamless entry points into the consolidation journey within the existing information architecture.
• Designing an intuitive consolidation process for assessing, editing, and committing data to create a unified client record.
• Maintained comprehensive documentation to keep key stakeholders informed and engaged. This included Confluence records, Asana tasks, weekly video updates, and progress presentations.

Note: Due to confidentiality, this is a snapshot based on shipped product and publicly available information. If you’d like to gain more insight into my role in this work , please get in touch, I'd love to have a chat

© 2025 Andy Lewis / Shapes