Capitec Bank

Capitec is moving key areas of Capitec Retail and Business Bank onto Salesforce. BlueSky’s job was to streamline the bank’s existing agent systems by analysing them and translating them into Salesforce, making agents’ work more efficient.

• Led design across business units, keeping work to design standards and making sure no one worked in a silo.
• Lead designer in the fraud department, translating Capitec’s fraud processes into Salesforce, including forensic investigation maps.
• Managed and evolved the Capitec Salesforce design system.
• Ran user testing and stakeholder sessions, and reported on the findings.
• Created design playbooks and onboarded new designers.

Where Salesforce has been implemented with adherence to correct user experience design, we’ve seen a major decrease in agent case handling time.