Digisign

Customer required to be present to sign documents on account origination/maintenance, Inconvenient branch visits for existing KYC compliant customers to sign documents. Courier/ Relationship manager travel costs to acquire customer’s signature. The solution meets the standards of a Digital Signature as stipulated by the electronic communications Act 36 of 2005. An enterprise-level solution for all products to have documentation digitally signed. They enable customers to complete documentation requirements wherever they are, reducing the need to visit branches and saving customers’ time.

Our discovery phase included a product enhancement workshop which brought the relevant stakeholders together from tech leads to customer-facing staff & SME’s to help us better understand the requirements per product when signing for a loan. In addition, the findings were used to inform further and craft our initial JTBD and our initial conceptual journey design and ideation opportunities. Following the page flows, we started with low fidelity wireframes, and isolation of edge cases and negative flows were then played back to the business lending team.

Next, a high fidelity prototype which included the sensitisation of the enhanced pattern for approval and our journey work updated for approval was played back to the team before moving on to user testing of our POC working together with the technical and business team to make sure we are all aligned with the team mission. The prototype was user tested with eight respondents, and iterations were refined and implemented as the findings were being synthesised. Finally, the findings were played back to the business lending team, and we then moved into the development stage, where design and dev worked closely together to ensure parity of the design.

Having a more significant, more complex business with multiple business partners calls for a simple, easy-to-use and easy-to-understand method of doing your KYC and signing documents that all parties involved understand and find easy to use in an easily digestible snapshot of the current status of customer’s KYC or signature status. This feature enables all customers to do that. I owned the mobile and tablet and desktop design for this experience.