Reimagine dotcoza
Role: User experience designer for the Retail and Business Banking team.
Client: Nedbank RBB
Project date: January – December 2021
Reimagine dotcoza
The ReImagine goal is to make dotcoza the exemplar of the Nedbank brand vision and our most effective & efficient sales and service experience – by the end of 2021
Role: User experience designer for the Retail and Business Banking team.
Client: Nedbank RBB
Project date: January – December 2021
Project summary
We needed DotCoZa to be a high-performing sales and servicing channel. To achieve this, we needed to change the core tech platform from an AEM 2.0 stack to the new AEM 6.5 stack, improve the site architecture and design, and fundamentally align managing content to deliver a great customer experience.
Project summary
We needed DotCoZa to be a high-performing sales and servicing channel. To achieve this, we needed to change the core tech platform from an AEM 2.0 stack to the new AEM 6.5 stack, improve the site architecture and design, and fundamentally align managing content to deliver a great customer experience.
The challenge
With this being such a large project with a complex mix of multi-disciplinary and cross-function internal & external squads with lots of new decisions to make; the team quickly realised that alignment and co-creation would be the #1 Source of friction against the smoothest possible delivery starting with user goals & context, thinking end-to-end journeys and to create a programme and culture to continuously improve web customer experience, with a client first focus – in order to increase commercial performance – sustainably
Solution
Create a program and culture to continually improve the customer-centric web experience – drive commercial performance – sustainability. Collaboration and cooperation are essential – from how we understand the problems to be solved to how we solve them.
Our research method: We create hypotheses together and test them all. We all define the research objectives and assumptions to be tested together. Third, we all participate in research sessions as observers and gain insights – we all organize research findings into insights and themes. Finally, we share findings and recommendations with the design review and sprint team.
Design cues: We frame problems from the customer’s perspective. Our in-depth primary research creates insight into the events in our customers’ lives (motives) and what they are trying to achieve (goals). Furthermore, it informs what problems DotCoZa or their customer parts (JTBD) solve, which turn complex business problems into actionable challenges we can solve together.
Collaborative Ideation: We host group sessions – because we believe that multiple perspectives during ideation will provide more viable ideas to choose from during prioritization and, consequently, more potential ingenious solutions to try. In groups that quickly break down ideas and generate many possible solutions, prioritize the ideas of impact (perceived) over the effort matrix. We develop ideas into playable prototypes, test them with users and iterate accordingly.
Solution
Create a program and culture to continually improve the customer-centric web experience – drive commercial performance – sustainability. Collaboration and cooperation are essential – from how we understand the problems to be solved to how we solve them.
Our research method: We create hypotheses together and test them all. We all define the research objectives and assumptions to be tested together. Third, we all participate in research sessions as observers and gain insights – we all organize research findings into insights and themes. Finally, we share findings and recommendations with the design review and sprint team.
Design cues: We frame problems from the customer’s perspective. Our in-depth primary research creates insight into the events in our customers’ lives (motives) and what they are trying to achieve (goals). Furthermore, it informs what problems DotCoZa or their customer parts (JTBD) solve, which turn complex business problems into actionable challenges we can solve together.
Collaborative Ideation: We host group sessions – because we believe that multiple perspectives during ideation will provide more viable ideas to choose from during prioritization and, consequently, more potential ingenious solutions to try. In groups that quickly break down ideas and generate many possible solutions, prioritize the ideas of impact (perceived) over the effort matrix. We develop ideas into playable prototypes, test them with users and iterate accordingly.
Alignment and co-creation with a transparent shared mission that we all believe in
72
Reusable components developed
8
Journeys and MVPS completed with no development or releases
5
Full MVPs with development released