Service Design
THE BRIEF
Digitise the offline onboarding process of new clients for one of the world’s largest banks.
Digital transformation has been booming in recent years.
Working for this global financial giant, we were developing a digital system to handle an archaic offline process. There was a lot to learn, many data systems to contend with and understand, and of course the ideals of the client versus the needs to the users. Access to those users for hands on research has been crucial, and I have been lucky enough to collaborate on workshops and protoype testing throughout.
We designed and built a bespoke product, integrating Salesforce and ServiceNow enquiries, enabling teams to speed up the acquisition and enrolement of new clients. We took their offline spreadsheets and turned them into collborative, digital work flows, with a real-time notification center, and allowed them to track and record their progress, generating tangible data to report by.
