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SERVICE DESIGN
DIGITALISATION OF AN EXISTING ECOSYSTEM
The new operating model is maximising their customer happiness, efficiency, and effectiveness by employing technological, smart tools for system wide integrations. Thus, increasing real-time information availability to facilitate decision-making. With a smart technology and artificial intelligence driver, the new operating model will enable auto approval of transactions rather than reviewing, validating, and processing every single one. They will be able to focus their operations on assuring customer compliance to regulations.
PROJECT MODULES
DESIGN PHASE
The whole ecosystem design is divided into 9 different modules. Each module has its own design sprint. All these modules are inter-linked with each other, dependencies of the each modules over others were captured in the functions requirement documents. These are the modules:
SPRINT PLAN
DESIGN PROCEDURE
Following are the design procedure we followed for each design sprint. Each stages are interlinked with each others.
Walkthrough of a documents
Getting a walkthrough from the respective Business analyst (BA) team of a Functional requirement document (FRS) and Scenario matrix
Validation with BA and Tech team
Validating multiple persona journeys of a particular flow with BA and Tech team before creating a sitemap
Design iteration
Multiple walkthroughs of a high fidelity wireframes with the BA and Tech team for a feedback and validation
Client review
Validating multiple persona journeys of a particular flow with BA and Tech team before creating a sitemap
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Journey ideation
Ideation of a multiple possible journeys based on Persona & FRS
Design stage – Card sorting,Brainstorming, wireframe
Making a sitemap and wireframe of validated journeys based on the FRS use cases
Visual design of approved journeys
A Minimalistic design approach focuses the user on what really matters. It is functional, task oriented with clean, simple and intuitive layouts.
Design stage – Card sorting,Brainstorming, wireframe
Making a sitemap and wireframe of validated journeys based on the FRS use cases
USER SEGMENTATION
ECOSYSTEM UNIVERSE
The whole ecosystem has a multiple users in each user base. To summarise, the various customer and user types, their profiles, and access of the system are represented through the diagram below.
USER EXPERIENCE
PERSONA
Persona helps to personify an unknown customer so that we can empathise and understand the needs and pain points of an individual customer. The following are two of the many personas are identified across the journeys for the design of various portals in the ecosystem.
USER EXPERIENCE
INFORMATION ARCHITECTURE
Following Information Architecture provides the blueprint for the whole ecosystem design structure of the customer, service center and internal employee web portals
USER EXPERIENCE
WIREFRAMING
We have created about 2500+ screens for wireframes to represent the website & responsive layout, the flow between the screens and it’s functional representation.
USER INTERFACE
STYLE GUIDE
Style guide defines the visual style and visual language of the User Interface. Style guide covers details of all the user interface components and elements like colour scheme, Typeface, font, iconography and more.
COLOR PALETTE
The Federal Brand Identity guideline colour system is followed, in order to maintain uniformity across all federal entities and also build trust and a strong recall value for all users.
PRIAMRY
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SECONDARY
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TERTIARY
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TYPEFACE
Comprehensive font family with high contrast font weights has been used in the design. A good x-height in the characters makes the text legible and readable.
ICONOGRAPHY
USER INTERFACE
VISUAL DESIGN
Based on a business guidelines, UI team have created design language for the whole ecosystem including multiple portals and created about 3500+ screens.
