Nedbank
SMALL BUSINESS ENABLEMENT AND SERVICING
Project breakdown and process
This project started out as a digital transformation move to get new and existing small business owners out of the physical branch and into the digital space. For the past two years we have been able to include more innovation and value adding work.
Pitchbook and desk research
As-is user journey tear down
Prototyping and user testing
Build and deploy
Enhance and add functions and features based on user needs
Innovate and compete with competitors in the market
Continuously innovate and refine security and compliance
Applying for a Small Business product
Goal
The goal here was rather simple – Digitally transform Nedbank’s small business onboarding and servicing, and start to get ahead of its competitors in the local market. At the time of the project starting the bank was still very heavily reliant on call centre bankers and in-branch visits to service its small business and professional banking clients.
Over the past 3 years we have been enhancing and building onto the new platform we had set up for the Small Business Enablement project to deliver this capability on, and have since landed the ability for more complex businesses with more than one director to apply online for a Nedbank product.
Visit the prototype links:
User Value
Small Business owners are now able to apply for banking products for their sole prop, partnership or private company via Nedbank’s website, online banking and app.
If the business has multiple directors they can apply online and the bank will send communications to the other directors telling them how to complete their portion of the process online as well. No need to try get all the directors together to go sit at the branch to deal with a banker. Now SME’s can apply when it suits them and does not interfere with their business hours.
Technology
For the first time, the bank was going to create a single set of credentials for each person to use to login to their online platforms. This was called Nedbank ID. It would allow one person, with one set of credentials, to access multiple banking profiles.
Technology
Data privacy has become a real concern for all types of clients. Businesses are run by human beings and they have concerns about who has access to their businesses financials. So we have developed extra layers of security to the application flow.
Business Value
As a bank, Nedbank was far behind its competition in terms of digital transformation. The Small Medium and Micro Enterprises (SMME) segment was trying adopt the new ways of banking online as the business felt that this segment of its client base should have access to the same digital experience as its retail base.
Our major job was the digital transformation process of paper based, or manual banker assisted applications, to easy and fast self assisted experiences.
Once that was achieved the team could focus on innovation work and start to enhance the digital experience, further negating the need for paperwork and in branch visits.
Servicing via Online Banking and App
Once a client has opened an account and is digitally active, they need to be able to do more than just transact on their banking platform. So we built in security features, quick access to multiple business profiles behind a single sign on, and user access management.
Context switching
Giving users the ability to quickly switch between multiple retail and business profiles behind a single sign-on (Nedbank ID).
While many existing users were reluctant to give up their multiple, triple factor log in details, the research done showed that a single sign-on with only two credentials (Username and password) was just as safe and effective.
Context switching prototypes:
Toolset of choice
Sketch
InVision
MIRO
I was charged with overseeing and contributing to a team of 2 designers, UI and UX.
As the Design Lead, my role also involved contributing towards the strategy and overall direction of the project from a user experience perspective, always advocating for the end-user.
When this mandate came into conflict with business needs I was charged with negotiating on behalf of the design team, defending the project from poor decisions, and making sure that a fair trade-off was made.
The product owner, technical lead, business analysts and I were always present when making strategic decisions. As the design lead, I contributed towards determining which features would make it onto the MoneyTracker tool.
I was expected to make sure that the project adopted the client-centred design approach that Nedbank had developed for delivering high-quality digital products at scale.
I also had to make sure that the design team and its processes were well integrated into the greater team and its agile approach.
I was responsible for maintaining a good cadence and quality of the design team’s output as the agile environment was a fast passed and fluid one.
My role as the design lead
These are not my actual stakeholders, but you get the idea.
Stakeholder engagement
Managing expectations is a key aspect of design management and product development. Without actively engaging with project sponsors, leadership within the organisation, and our users, then we could not dream of pulling off such a massive undertaking.
These are not my hands, but I do this a lot too.
Collaboration in agile
Being able to manage deliverables across multiple platforms requires coordination and planning. We eventually developed a good cadence due to our ability to collaborate in real-time, across time zones.
I always tried to maintain a fair and open space for ideas to be discussed and problems to be solved, with respect and without judgement. From design to tech to business, all ideas are welcome.