An outdated platform and a government mandate for e-settlement meant SAI Global faced pressure to provide their conveyancing customers with a fresher offering.
After gaining a deep understanding of their customer-base, industry and business through extensive research, a product was created compelling enough for customers to switch from platforms they had been using for years.
The experience phase kicked off with a prioritisation exercise to understand SAI’s business objectives, then we started speaking to their customers to understand the end-to-end process of purchasing or selling property. Our aim was to create a tool that helped them with their daily workflow and optimise their productivity while providing an e-commerce platform for SAI.
We focused our efforts where customers were feeling the most pain and validated those assumptions through customer interviews. Based on their feedback we started designing and building out the experience. As the project progressed through various stages of fidelity, we continuously tested and validated new features with customers, refining where needed or pivoting if we uncovered a critical need.
We also built out an extensive design system for the platform, ensuring long-term brand and product consistency for all future releases.
