CASE STUDIES - DIGITAL
The client requested our assistance in setting up a product academy to provide domain knowledge, including the industry and technology landscape.
The need for an Academy was identified in response to various people-related concerns / risks, including the retention of skilled staff, management of a key man-dependency risk, addressing knowledge gaps that exist and ensuring consistency in the knowledge base within the product area. While the initial phase involved the design and development of the product academy, this particular phase of the project involved the following activities:
- Identifying and interviewing subject matter experts.
- Collecting and collating content for use in the academy on a central SharePoint site.
- Vetting content from several perspectives namely a quality perspective, a relevance perspective and basic information perspective, which included meta tagging the content.
- Designing a central taxonomy for the academy.
Designing a governance framework which defines how the existing material should be maintained as well as how any material submitted in the future should be managed.
It also covered the delivery of the product academy.
How we helped their business grow:
- The organisation has built a bespoke academy in direct response to their business challenge.
- Subject matter experts were formally identified and contributed both their knowledge and know-how to building the content within the academy.
- Content has been verified and codified for ease of use within the academy.
- Processes governing content creation, submission and reviewing, and roles have been formally defined and communicated.
- Subject matter experts were identified and collaborated in putting the academy together, which will result in a feeling of ownership and accountability.
- Critical content is now stored in a central repository.
- Existing content can be reused and re purposed, instead of reinventing the wheel.
- The organisation has been able to build a product academy from their own knowledge capital, saving cost and time.
- A governance framework ensures that there are rules and standards that act as guidelines and creates a footprint for sustainability.
A large UK challenger bank wanted to innovate their mortgage application submission process to make it easier for customers to apply, and to make it easier for 3rd party brokers to manage document submissions, without invoking a costly large-scale project.
In partnership with our FinTech partner in the UK (Aicura) we helped the bank to run a lean project to rapidly iterate through a prototype and POC, gain feedback from the target audience(s), and then deploy a Minimum Viable Product in as short a time as possible, with as little integration into back end systems as possible.
- A Web and Mobile Document Scanning and Submissions system was developed to manage the document submission process.
- Brokers and Branch Staff can scan a customer’s documents immediately – even in low / no bandwidth situations (for example at property development locations with no internet connections) and the solution will automatically submit the documentation when the user is online again.
- The Digital team undertook 1 week of discovery and planning, and 6 weeks of development to iterate through the various releases of the solution.
- The client achieved the objective of innovating at low cost and in a short time – a competitor took the same time to prepare a quotation as it took our team to release the first version into production.
- Customers of the bank now receive an answer to their mortgage application in shorter timeframes.
- Brokerages prefer to use the solution over normal fax or post as it is faster and only costs a fraction of the alternatives.
- Large brokerages enjoy the ability for administrators to submit and manage submission on behalf of brokers, and are sending more business to the bank.
In South Africa, many micro and small enterprise owners (MSE’s) use their personal bank accounts for their business transactions and financial management. Furthermore, their staff are often paid their wages in cash, which proves a security risk to these individuals. To address this problem a large multinational financial institution wanted to create a banking solution for micro and small South African enterprises such as these, to change them from being ‘unbanked’ as they have been. As no specific MSE banking solution existed, the IQbusiness Digital team were tasked with implementing, launching and scaling an innovative and effective banking solution.
Key business challenges:
- Implementing an ‘agile’ way of working, in a structured, complex banking environment
- MSE business owners’ lack of trust towards financial institutions meant the team faced a difficult task in attracting such clients to use the solution in their day-to-day business
- Managing banking rules, regulations and limitations, while delivering a first-to-market solution
- Designing an easy-to-use app which these micro and small business owners and employees would be comfortable with and understand. Market research was required to gain a better understanding of these users
How we helped their business grow:
- We implemented an app solution, which enabled business owners to better manage their finances. Further, employees could now be paid in cash which removed the risk they faced when it came to walking around with their salary in cash.
- By attracting a new market (‘unbanked’ MSEs), we grew the bank’s brand name and influence in an untapped market with high potential
- Created APIs related to our MSE banking solution which enabled third parties to make use of the bank’s capabilities, further expanding the bank’s client reach
- Through running an agile approach to the project, the app solution was implemented ahead of schedule, and as a result, this was the first specialised MSE banking solution in the market