Overview

Overview

Overview

Details

Details

Details

Year: 2021

Client: SBV

Project: SBV Connect
Agency: Immersion Group

Role: Senior User Experience Designer

Industry: Financial Services

Activities

Activities

Activities

Wireflows

Brand Research

User Journeys

User Journeys

Design Systems

Context

Context

Context

SBV, a leading provider of specialised services to banks across South Africa, Lesotho, and Namibia, partnered with Tiltshift to undergo a digital transformation in response to the rise of digital payments and COVID-19’s impact. The goal was to adapt its business model, enhance customer engagement, and digitize services through an improved digital portal.

The Problem

The Problem

The Problem

The primary challenges identified through research were a lack of visibility, control, and engagement with SBV’s customers, making it difficult for users to access services, manage transactions, and track their accounts efficiently.

The Solution

The Solution

The Solution

The SBV Customer Portal was designed as a service-oriented digital platform that modularises and standardises service offerings in the backend while personalising the user experience. This empowered customers with better control, visibility, and real-time access to their services, improving the overall customer experience.

Features

Features

Features

Key features of the SBV Connect project

Dashboard
Dashboard

A comprehensive dashboard to manage various clients and data, providing users with a centralized view for efficient management.

A comprehensive dashboard to manage various clients and data, providing users with a centralized view for efficient management.

Mobile Responsive Design
New Scalable Design System
New Scalable Design System

Designed to be mobile-friendly, ensuring users can access the platform seamlessly across different devices and contexts.

A design system that defines the brand and creates scalable components, ensuring consistency across the platform while allowing for growth.

A design system that defines the brand and creates scalable components, ensuring consistency across the platform while allowing for growth.

New Scalable Design System
Mobile Responsive Design
Mobile Responsive Design

A design system that defines the brand and creates scalable components, ensuring consistency across the platform while allowing for growth.

Designed to be mobile-friendly, ensuring users can access the platform seamlessly across different devices and contexts.

Designed to be mobile-friendly, ensuring users can access the platform seamlessly across different devices and contexts.

Business Process Modeling
Business Process Modeling

Developed a setup to respond to key business processes and capture data projections, enabling efficient operations and informed decision-making.

Developed a setup to respond to key business processes and capture data projections, enabling efficient operations and informed decision-making.

SBV embarked on a significant journey to digitize its operations and achieve digital transformation, discovering that this transition was more substantial than anticipated. We acknowledged this challenge and communicated to SBV, who were new to digital transformation, that the process can be gradual and requires a crucial mindset shift as the company aligns its pace with new digital solutions.

Your notes are safely stored and easily accessible from any device.

SBV embarked on a significant journey to digitize its operations and achieve digital transformation, discovering that this transition was more substantial than anticipated. We acknowledged this challenge and communicated to SBV, who were new to digital transformation, that the process can be gradual and requires a crucial mindset shift as the company aligns its pace with new digital solutions.

0B

SBV yearly Revenue

0B

SBV yearly Revenue

0B

SBV yearly Revenue

Approach

Approach

Approach

A Collaborative Agile approach: Building scalable Design Systems while focusing on client needs

Overview

Navigating the challenges of digital transformation, we embraced an agile approach focused on collaboration, flexibility, and continuous improvement, helping SBV adapt to new digital solutions while delivering impactful results that met their evolving business needs.

Tools

Figma, Figma, Miro, Jira, Slack

Figma, Figma, Miro, Jira, Slack

Rituals

Daily standups

Retro's

Design reviews


Daily standups

Retro's

Design reviews


Discovery
Business Requirement Workshops

Business requirements worskhops, ensuring alignment between stakeholders and the project goals.

Business requirements worskhops, ensuring alignment between stakeholders and the project goals.

User Interviews

Conducted in-depth user interviews to capture valuable insights, focusing on user needs, pain points, and expectations to inform the design process.

Conducted in-depth user interviews to capture valuable insights, focusing on user needs, pain points, and expectations to inform the design process.

Customer Journeys

Data from interviews was sorted into key insights on the current journey.

Data from interviews was sorted into key insights on the current journey.

Design
Customer Journeys and To-Be Journeys

Ideation and mapping to shape future to-be journeys.

Ideation and mapping to shape future to-be journeys.

Task Flows & Jobs to Be Done

Different user scenarios, identifying how users interact with each other and their tasks to ensure a smooth experience

Different user scenarios, identifying how users interact with each other and their tasks to ensure a smooth experience

Information Architecture

Designed with user needs in mind, ensuring the IA could scale for future modules and enhance flexibility.

Designed with user needs in mind, ensuring the IA could scale for future modules and enhance flexibility.

Wireframes & Wireflows

Low-fidelity iterations to high-fidelity designs utilizing the design system for consistency and functionality.

Low-fidelity iterations to high-fidelity designs utilizing the design system for consistency and functionality.

Dashboards

Intuitive dashboards design for scalability and key navigation.

Intuitive dashboards design for scalability and key navigation.

Design system & UI

High-fidelity UI designs, leveraging design systems to ensure consistency, visual appeal, and usability

High-fidelity UI designs, leveraging design systems to ensure consistency, visual appeal, and usability

Artefacts

Artefacts

Artefacts

During this project, there were various artefacts developed, including customer journeys, user flows, low-fidelity wireframes, usability testing reports, and design specifications

Wireframes

Wireframes

Wireframes


Scenario Flows


Scenario Flows


Scenario flows

Scenario flows

Lowfidelity Wireframes


Lowfidelity Wireframes


Lowfidelity Wireframes


Navigation


Scenario flows

Scenario flows

UI Graphs