Creating the bank's first online business application.

Our challenge in 2015 was to digitise the manual application process, thereby enhancing the experience for both customers and colleagues. This involved highlighting key moments of accomplishment and value creation to maintain business continuity. We aligned the user experience with the brand values of 'people-first, inclusivity, and sustainability,' embracing colleagues connection with customers while simultaneously saving time and protecting the environment.

Unified application process to all and a colleague software concept.

Our research findings indicated that by integrating the separate systems for colleagues and customers into a unified digital application process, we significantly expedited the application process for small businesses. This approach also proved beneficial for medium and large businesses, which could use the same application framework while continuing to receive personalised support from their relationship managers.

Enhance human connection and mitigate mistakes.

To enhance our colleagues' confidence and streamline their daily workflow, my team and I developed a task management software concept. Our objective was to enable colleagues to effortlessly navigate through prioritised daily tasks without, thereby increasing productivity and efficiency. This not only bolstered their confidence of delivering forms succesfully on time but also afforded them more time to strengthen their relationships with their customers.

Application process time reduced to minutes from months.

The application process time was drastically reduced from months to minutes through digitalisation. This enabled small businesses to submit complete applications and receive responses from the bank within minutes. Prior to this, business owners were required to arrange face-to-face meetings, and for larger businesses, colleagues had to travel across the country to collect signatures. Digitalisation significantly reduced the likelihood of errors, such as unclear markings on forms, which previously affected colleague rewards and necessitated time-consuming data amendments. Colleagues now complete tasks more confidently and efficiently. Environmentally, this shift saved paper and reduced mileage. From a motivational standpoint, the application process was streamlined into a single, manageable journey. This unified approach allowed the bank, customers, and colleagues to communicate more effectively and obtain immediate feedback on the application's progress. Overall, the clear and swift process benefits all parties involved, providing a balanced and manageable experience with fewer stressful surprises and enhanced capability to address any unexpected issues promptly.