Case studies /
Old Mutual
Designed a new digital platform that increased the efficiency of Old Mutual employees
About the company
Old Mutual provides financial solutions to individuals, small and medium-sized businesses, corporates and institutions across several market segments and geographies in South Africa, the Rest of Africa and certain other emerging markets.
Business Objective
Complete design transformation from the old Legacy system to new web application
Problem Statement [known & unknown]
Known: The application (Old Legacy system) was very old and hard to use, difficult to maintain, unscalable, nonmobile, the interaction was difficult, operated using the keyboard, and no branding, etc.
Unknown (Identified at the time of User research): There were multiple pain points in which the major showstopper issue was - Users had to toggle between multiple windows to access the data. Every screen used to open in a different window and thus making it difficult and frustrating for the user to complete a single task within the expected timeline.
My approach towards finding the insights and providing a precise solution to overcome the problem
Key UX activities performed:
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Established a strategic proposition
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Explored the existing system, Expert review
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User research (Contextual Inquiries, User Interviews, Focus group discussions, Surveys)
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Analytics Study
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Customer Journey Mapping
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JAD discussions
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Interaction design
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User testing and modifications
Examples of UX activities performed onsite [Capetown, South Africa]
Before
After
Problems
Solution Applied
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Old legacy system – Hard to use
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Interaction was difficult
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Operated using the keyboard
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No branding
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The new user-friendly web app
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Easy to use, efficient and effective
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Operated using mouse clicks
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Intuitive corporate branding & UI design
The Outcome
The customer is satisfied with the returns on investment!
Complete design transformation / Task completion time reduced / Single window to access different functionalities and data / Automation wherever possible