Product & Service Design , Scrum
OCBC Bank embarked on a comprehensive digitisation initiative aimed at streamlining the processes of its online Financial Needs Analysis platform, catering to its esteemed global treasury clients.
Historically, treasury advisors were burdened by a cumbersome and inefficient manual filing process, which not only consumed valuable time but also hindered productivity and client service quality.
The objective was to enhance the efficiency, accuracy and usability of the Financial Needs Analysis platform to better serve its global treasury clients and improve advisor productivity.
The design approach began with prioritisation exercises to clearly define business value and complexity. Recognising the urgency, both mobile and desktop versions were developed simultaneously to ensure a comprehensive solution. The development team worked on a prototype as a proof of concept, implementing staggered code releases for seamless backend integration and rigorous testing.
Key issues addressed included:
1. Reduction in Process Steps: Streamlining the steps required to complete tasks, significantly speeding up the process for treasury advisorys.
2. Form Field Validation: Implementing robust validation mechanisms to ensure data accuracy and integrity.
3. Content Hierarchy Establishment: Developing a clear and logical content hierarchy through effective taxonomy, enhancing the overall user experience.
The project achieved several notable outcomes:
1. Improved Design Processes: The adoption of refined design processes resulted in a more intuitive and user-friendly platform.
2. Enhanced Usability: Significant usability improvements were made to both mobile and desktop versions, facilitating easier navigation and interaction.
3. Expansion of Design Components: The initiative also expanded existing design components within the OCBC design system, ensuring consistency and scalability.
With the successful implementation of the digital Financial Needs Analysis platform, OCBC Bank's treasury advisors can now operate more efficiently and effectively. The enhanced platform not only saves time but also improves the accuracy and quality of client interactions, ultimately driving better business outcomes and higher client satisfaction.
