Online Payments Experience Redesign
Applied a service design approach to support the rollout of a real-time payments product, designing segmented client journeys, facilitating design sprints, and embedding continuous improvement through FMEA, KPI definition, and performance reporting.
Leverage the introduction of a new payment method in South Africa to redesign the Online Payments experience and reassert the Bank's leadership in payments usability.
Business Problem
In South Africa, cash usage exceeds global norms, contributing to higher rates of financial fraud. This initiative aimed to address fraud-related challenges within the banking sector and identify gaps in the Bank's payment infrastructure and online experience.
Approach
Applied a service design approach to support the rollout of a real-time payments product. Activities included stakeholder interviews, journey mapping, and blueprinting. Designed segmented client journeys, facilitated design sprints, and developed launch strategies. Embedded continuous improvement through FMEA, KPI definition, and reporting to align business, operations, and colleague experience.
Customer, Colleague and Market Research
Identified and engaged cross-functional stakeholders to uncover colleague pain points through targeted interviews. Conducted multiple rounds of exploratory research and usability testing, generating both market and customer insights that directly informed product design and process improvements across sales, support, technical, and operational teams.
Journey Mapping with Mini-Ideations to Determine the Proposed Migration Flow
We carefully delineated several key journeys pertaining to various product features, encompassing perspectives from customers, colleagues, and service providers. Furthermore, we facilitated 5-day design sprints to generate innovative ideas for our proposed new payment flows.
Service Blueprinting
Constructed and validated service blueprints through virtual workshops, segmenting them by client tranche to align with migration phases. Implemented an archiving system for version control. Prepared targeted discussion points to drive critical decisions, using an engagement matrix to manage follow-ups and ensure efficient stakeholder alignment throughout the release cycle.
Launch Plan and Change Management
Developed a coordinated launch strategy aligning business activities, communications, and client initiatives for seamless product rollout. Created value proposition canvases to shape a customer-centric launch concept, focusing on delivering personalised payment insights to drive engagement and adoption.
Testing, Feedback and Continuous Improvements
Collaborated with process engineers to conduct FMEA, enabling quality assurance and technical teams to define robust test scenarios. Mapped KPIs across key customer and colleague journey steps, and developed tailored dashboards for each product function to support launch readiness. Despite being manual, dashboards were well-received for their clear business value.
