Establishing a digital-first case management system for conveyancers.
After conducting extensive research to gain a deep understanding of SAI Global's customer base, industry, and business, we developed a digital product compelling enough for their customers to switch from platforms they had been using for years.
The opportunity
An outdated platform and a government mandate for e-settlement meant SAI Global were facing increasing pressure to provide their customer base with relevant tools. Meanwhile, their competitors edged ahead on newer technology and fresher offerings.
The solution
To establish a digital-first case management system for the industry, we created a suite of tools and integrated them with all the services that customers needed which were previously unavailable on a single platform.
We adhered to a rhythm that aligned with our methodology of continuous delivery, while also enabling SAI Global's internal team to establish their own production release schedule
Our Expertise.
Services
Data analytics
User interviews
Journey mapping
User testing
Service design & CX research
Design
Responsive platform development
Technologies
Vue JS
AWS, Lambda
RDS
SQS, SES, S3
API Integrations
Okta
Stripe
What we did.
Exploration & Discovery
The experience phase began with prioritisation to grasp SAI's business goals. We engaged customers to comprehend property transactions. Our goal: enhance their daily workflow with a productivity-boosting tool. Addressing key pain points, we refined based on customer interviews, progressing through design, development, and testing.
Design System
With the long-term intention to transition SAI to handle future development in-house, we also built out an extensive design system for the platform, ensuring long-term brand and product consistency for all future releases.
Design & Delivery
Given varying state regulations, we focused on NSW initially, building core functions for purchasers and vendors. Each phase involved iterative design, testing, and validation with customers. A successful alpha trial with live users refined the experience for NSW launch. Concurrently, we began work on Victoria, analysing differences and rapidly preparing for a market-ready launch.
Some of our other work.
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