I'm not just an enablement manager who identifies problems and writes recommendations. I sit at the table with delivery teams and design the to-be solutions — screen designs, flows, and PoCs — so technology knows exactly what to build. Below is a slice of that work across Salesforce, mobile, web, ATM, and USSD channels.
Note: these are concepts. Some were taken into production by delivery teams, others weren't — for reasons ranging from shifting priorities and budget cycles to dependency on programmes that hadn't yet kicked off. The thinking and the design work are mine; the build decisions sat with delivery and the product owners.
Process design + UI mock-up handed to Salesforce delivery
Reimagined the campaign operations workflow inside Salesforce — from a flat list view to a stage-based kanban, structured intake forms, and an automated assignment + SLA tracking layer. The same designs anchor the Phase 1 PoC in my Campaign Operations case study.
Concept + UX flow + screen designs handed to digital build team
Concept for a guided product-recommendation chatbot — Ruby — that lives on Absa Life's landing page. Ruby asks a short series of life-stage questions and recommends the right cover. Designed the landing entry point, the conversation flow, and every question state.
End-to-end conversation design + UI screens
Ruby as a self-service FAQ assistant inside the Absa Life mobile app. Customers can submit a claim, change beneficiary details, check claim requirements, or check claim status — without queueing for an agent. Designed the in-app entry point, the menu logic, and every answered-question state.
UX flow + screen designs
A claims-tracking surface inside the Absa Life mobile app — submit, track, upload supporting documents, and follow your claim from registration through assessment, authorisation, and payment. Designed the claims history list, the detailed status timeline, and every state (received, under review, additional docs needed, approved, denied, completed).
Web UX + page design
The same claims-tracking experience adapted for absa.co.za. Customers without the app can track their claim by reference, ID, or policy number — and fall back to chat, call, or email if they need help.
UX flow + advisor + customer screen designs
When self-service isn't enough, customers reach a real Absa Life advisor. Designed the in-queue messaging, the FAIS supervision disclosure, the structured information capture (so the advisor doesn't have to type everything from scratch), and the post-chat rating step.
UX flow + screen designs
A flow to pay missed premiums across multiple policies in one go — including the cart-style selection, banking detail confirmation, and pay-now action. Designed for customers who've missed two or more months and need to recover lapse risk quickly.
Concept + UX flow + iOS screen designs
If your phone is stolen but you can still get to a backup device, you should be able to de-link the lost phone from your Absa Mobile App without calling the contact centre. Designed the new-user warning, the de-link entry point, biometric face verification, and device chooser.
Channel concept + ATM screen designs
The same de-link capability surfaced at the ATM — for customers who have their card but no phone. Designed the welcome screen entry, card insertion, PIN verification, and biometric fingerprint fallback.
USSD menu structure + screen designs
And the same flow for customers without a smartphone or branch access — dial *170#, navigate Remote Device Management, choose the device to de-link, and confirm via OTP. Designed the menu structure, the OTP capture and verification, and the success confirmation so the flow works on a basic feature phone.
