New Skillset for Digital Product Design
Staying competitive in today’s rapidly evolving economy demands constant reinvention of products, services, and business models. Traditional approaches to application development, while effective in the past, often stifle innovation when applied to digital product design and development. To thrive, organizations must embrace a fundamentally different approach that prioritizes vision, speed, and adaptability. Large corporations possess […]
Rebranding: Looking Beyond a Simple Logo Change
A client recently mentioned that they would soon have to re-brand their newly launched mortgage application. At first glance, it sounded like a fairly routine request. Re-branding projects are common: update the logo, change the colours, refresh some text and marketing content, and redeploy the application. What started a much more interesting discussion, however, was […]
What if we hired country leaders the way we hire CEOs?
As a Business Analyst and transformation professional, I spend a great deal of time discussing role clarity, governance models, accountability structures, risk management, and KPIs. And it has often puzzled me why we don’t apply the same organisational design thinking to national leadership roles. We require financial certification to manage a pension fund and psychological […]
What Many Digital Transformation Programmes Get Wrong?
It’s not onboarding, apps, or AI—it’s what happens when a customer wants to leave. Banks and financial institutions invest heavily in the beginning of the customer journey: slick onboarding apps, fast account opening, welcome emails, and polished marketing. But when it comes to the end of the relationship, the exit experience, many organisations revert to […]
The Hidden Cost of Saying the Same Thing Twice
In 1987, American Airlines famously discovered that removing one olive from each first-class salad would save the company $40,000 a year. The lesson became legendary, not because of the olive, but because it exposed a universal truth: Small inefficiencies, multiplied at scale, quietly drain enormous amounts of money. Fast-forward nearly four decades, and organisations are still […]
A Cautionary Tale of Customer Service Automation
All I wanted to do this morning was to update my IBAN for my AA membership debit order. Sounds easy enough, right? Wrong. What should’ve taken five minutes turned into a two-hour exercise in frustration, circular clicks, and chatbot déjà vu. And it left me wondering: How did we get here? When did something so […]