Client: Standard Bank
Digi-sign
Taking document signing for business lending fully digital and ECTA-compliant.
Situation
Business clients had to be physically present, or pay for a courier or relationship-manager visit, to sign documents for account origination and maintenance.
Problem & stakes
Any digital signature solution had to meet the legal standard set by South Africa’s Electronic Communications and Transactions Act, across multiple products and multi-party business accounts, not just a single simple flow.
My role
UX designer for the Business Lending team, owning the mobile, tablet and desktop design.
What I led
Ran a product-enhancement workshop with tech leads, customer-facing staff and SMEs to map signing requirements per product; took the flow from low-fidelity wireframes (isolating edge cases and negative flows) through a high-fidelity, ECTA-compliant prototype; user-tested with 8 respondents and refined before handoff to development.
Collaboration
Partnered with business and technical teams through discovery, prototyping and testing, then worked closely with development during build to keep design parity.
Outcome
Delivered an enterprise-wide digital signing capability that let clients complete KYC and sign documents remotely, reducing branch visits and courier costs for both the bank and its customers.
- Not yet quantified
- Outcome metric pending, see What I learned
What I learned
This case study is evidence of scope and compliance-literacy but currently has no quantified outcome; it needs a metric (e.g. branch-visit reduction, turnaround time, adoption rate) from Craig before it can be positioned alongside the quantified case studies.
“This is an enterprise solution that cuts across different systems and products, enabling customers to sign agreements in the comfort of their homes.”
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