Service Design Specialist, Product designer, Process engineer

The Vehicle and Asset finance division of Absa was having trouble acquiring new, and retaining the existing clients. An initiative was put together to backwards engineer the existing processes and procedures. Following a lean UX approach, we were responsible for analysing, and investigating where the gaps and problems existed, followed by designing new service, and product solutions.

As the Service Design Specialist, Product Designer, and later on, Process Engineer on this project, my responsibilities included first, the orchestration of a team and the delegation of roles and responsibilities. Initiating a research and definition phase, with the human centred design approach as my foundation, my second priority was visualising an holistic view of the information architecture, as-is processes, and procedures. The third phase included ideation and solutioning, providing the business unit with a clear mandate on the to-be processes, procedures, future-state service blueprint, jobs to be done, and envisioned ROI. Following on the third phase, the last two phases included reiterative wireframing, low to high fidelity screen designs, prototyping, and continuous UAT, before moving to implementation.