40m+
40m+
40m+
Page visits '24
Page visits '24
794m+
794m+
794m+
Total messages
delivered '24
Total messages
delivered '24
R 58m+
R 58m+
R 58m+
Direct per message cost saved '24
Direct per message cost saved '24
Designed a unified inbox
and chat experience
Designed a unified inbox
and chat experience
Designed a unified inbox
and chat experience
Helping Standard Bank connect with millions of customers through timely, personalised messages and effortless in-app conversations.
Helping Standard Bank connect with millions of customers through timely, personalised messages and effortless in-app conversations.
Helping Standard Bank connect with millions of customers through timely, personalised messages and effortless in-app conversations.
Time: 2022-2023
Time: 2022-2023
Role: Design lead, IC
Role: Design lead, IC
Team: 13 members
Team: 13 members
Device: Mobile, Web
Device: Mobile, Web
~ Zero
~ Zero
~ Zero
Training time required for teams across the bank
Training time required for teams across the bank
197m+
197m+
197m+
Messages delivered using console
Messages delivered using console
Staff mssage console
Setting the context
Setting the context
Turning the lowest-engagement feature into a powerful communication channel
Turning the lowest-engagement feature into a powerful communication channel
The bank’s Message Centre was a static announcement board that few customers noticed. The goal was to turn it into a dynamic engagement platform. One that could drive revenue, cut voice and branch costs and scale personalised communication across millions of users.
The bank’s Message Centre was a static announcement board that few customers noticed. The goal was to turn it into a dynamic engagement platform. One that could drive revenue, cut voice and branch costs and scale personalised communication across millions of users.
Recognising the scale
Recognising the scale
Every team, every message type across entire bank
Every team, every message type across entire bank
This wasn't a single team project. It involved AI partners (Kasisto), voice branch operations, fraud prevention, marketing, and personalisation teams. The platform had to handle everything: chat conversations, transaction alerts, fraud notifications, authentication prompts and even personal messages like birthday greetings.
This wasn't a single team project. It involved AI partners (Kasisto), voice branch operations, fraud prevention, marketing, and personalisation teams. The platform had to handle everything: chat conversations, transaction alerts, fraud notifications, authentication prompts and even personal messages like birthday greetings.
Building the foundation
Building the foundation
I built a complete design system and interface covering every scenario a banking chat could possibly require
I built a complete design system and interface covering every scenario a banking chat could possibly require
Basic FAQs, complex responses with options, in-chat transaction reversals, account opening journeys, deep-app integrations, chatbot error flows—I designed every interaction, visual element, and component from the ground up.
Basic FAQs, complex responses with options, in-chat transaction reversals, account opening journeys, deep-app integrations, chatbot error flows—I designed every interaction, visual element, and component from the ground up.
Some live examples of the chatbot handling different scenarios
Some live examples of the chatbot
handling different scenarios
Some live examples of the chatbot
handling different scenarios
Working within constraints
Working within constraints
Made incredible technical complexity feel completely invisible to users with intuitive design
Made incredible technical complexity feel completely invisible to users with intuitive design
With multiple ecosystems triggering events behind the scenes, I had to design interactions that felt seamless and intuitive despite the technical complexity. This meant creating extra options and flows to work around system limitations while designing for countless error scenarios to ensure nothing ever felt broken to customers.
With multiple ecosystems triggering events behind the scenes, I had to design interactions that felt seamless and intuitive despite the technical complexity. This meant creating extra options and flows to work around system limitations while designing for countless error scenarios to ensure nothing ever felt broken to customers.
Building for internal teams
Building for internal teams
Staff console so intuitive that stakeholders adopted it instantly
Staff console so intuitive that stakeholders adopted it instantly
Staff console so intuitive that stakeholders adopted it instantly
I designed a staff message console for internal teams - marketing, fraud prevention, and personalisation groups. Despite the tight 1-2 month timeline, the interface was so intuitive that stakeholders delivered hundreds of messages without operational issues.
I designed a staff message console for internal teams - marketing, fraud prevention, and personalisation groups. Despite the tight 1-2 month timeline, the interface was so intuitive that stakeholders delivered hundreds of messages without operational issues.
If you'd like to learn more about my projects, hit me up!
If you'd like to learn more
about my projects, hit me up!
Made with Slow coffee pours and a Sisyphus smile.
Tools used: Framer, Figma, Jitter.AI, Perplexity