Experience Transformation

Business Challenges

The non-dynamic portal, absence of performance dashboards and huge reliance on manual interventions & follow-ups resulted in a prolonged turnaround for the client. Additionally, the involved parties faced the major issue of using multiple portals for related information.

What we did?

Conducted design process & strategy workshop capturing 150+ roadmap features segregated for development over three years.

Interviewed 18+ personnel spanning across eight business units of the organization.

Designed new dealer portal comprising of 135+ desktop screens spanning across three OEM brands with newage customizable performance dashboards.

Leveraged 70% out-of-the-box Salesforce functionalities and 30% customization for quick turnaround of MVP roll-out.

Business Challenges

Due to fierce competition and fragmented market dynamics, a Europe-based banking giant was losing out on its African business. The bank decided to leverage digital technology to recapture its shrinking market share in Africa and expand its customer base to a section of digital natives.

What we did?

LTIMindtree partnered with the lender to analyze the existing banking model and understand the scope for digitallydriven enhancements. LTIMindtree found that a reduction in the time required to capture data and migration of transactions from branch banking to digital banking, could save the bank millions of euros every year.

LTIMindtree identified seven themes to achieve this, including digitizing of services, self-help portals, and workplace transformation. We engaged in a comprehensive revamp of the bank’s business model and the development of its IT solutions. We also designed two multi-platform solutions to assist with digital onboarding and provide a self-service kiosk to the bank’s customers.

Business Challenges

The company faced challenges with lack of visibility of elevator maintenance for technicians, which led to loss of productivity, increase in service time and higher time to repair. They wanted a solution that would provide real-time elevator status and improve their response rate.

What we did?

The company faced challenges with lack of visibility of elevator maintenance for technicians, which led to loss of productivity, increase in service time and higher time to repair. They wanted a solution that would provide real-time elevator status and improve their response rate.

Conceptualized an IoT-led platform that enables the client firm’s strategy of bringing transparency to the customers and internal users providing personalized experience for customers with a visibility on real-time equipment health data.

Implemented a phase-wise country rollout to consolidate and gather data on cloud.

Business Challenges

The firm faced a challenge to handle a scheduling platform with a 15-year-old dot net base. The firm wanted to move the platform to cloud, and hence Salesforce Lightening was chosen as the recommended base. The overall process of scheduling was highly complicated and keeping track of network schedules was time-consuming.

Users were unable to search for content inside the platform. With non-optimized process flows, users had a hard time manually scouting for inconsistencies in the meta data, which led to difficulties in scheduling.

What we did?

We conducted empathy conversations with all technical business users of the scheduling platform, representing different network channels. This led to ideas being generated during empathy sessions and co-Ideation workshop, which converted to 250+ user stories being included in the epic feature backlog.

The redesigned screens were validated in workshops with relevant stakeholders every week, which were finally converted into high-fidelity designs and a clickable prototype.

Business Challenges

The firm was grappling with a Legacy CaseManagement platform (25 years old) unable to meet evolving client needs. It failed to provide a delightful experience to its internal business users. Some critical case & policy related information was also getting rendered incorrectly on an agent facing portal, reducing its adoption & it was a poor experience for the agent.

What we did?

Empathy conversations were conducted with all representative business users of the platform & the portal, which was 70% of the firm’s employee base.

Before creating insights & problem Statements, observations were bucketed & affinities were drawn. Prioritizing these statements for the 3-day co-design workshop, birthed 300+ ideas and became a springboard for early prototyping.

200+ of those ideas found place in the exhaustive epic feature backlog which became the bible for real development of the platform & portal.

Agile methodology with a sprint-based development approach was chosen for implementation.