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Placing the customer at the heart of our digital strategy
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Banking has come a long way in the past 10 years or so. It is regarded as one of the industries that has truly embraced new, innovative technologies – to improve the lives of customers, and create operational efficiencies for the bank.

 

South Africa is certainly one of the most forward-looking countries in this space. We’ve been quick to adopt online and mobile channels, and to move away from things like cheques, and telephonic banking.

 

Let’s take a step back for a moment: As the concept of self-service banking (like online banking and ATMs) picked up momentum in the early 2000s, banks’ focused on “exposing” services and making them available on these channels.

 

Being able to simply present services that were hosted on mainframe, legacy systems was the name of the game – and there was little scope to think deeply about the customer experience. As long as customers could largely find what they’re looking for, and make secure transactions, that was enough.

 

In this era, form was very much led by function.

 

Read the second part of this blog series about design-led thinking here

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