The BSG project team initially conducted business requirements analysis to better understand the bank’s needs and strategic business analysis, as driven by the overarching business objectives. Once the team had a clear view of the requirements of the mobile service, they began the systems analysis and design.

Playing a supportive role during the development, testing and implementation phases of the project, BSG provided expert input and guidance to ensure stability of the release. Other aspects the project team provided guidance on included cross-channel and functional alignment, system integration and user acceptance testing, go-live support and training and post-implementation support.

As the development phase of the project came to a close, the BSG project team began working on developing a framework to guide the roll out across the 10 in-scope countries, to reduce the costs and time required for subsequent roll-outs by introducing economies-of-scale. Throughout the process, the project team engaged with in-country stakeholders to ensure buy-in and commitment, and requested these stakeholders have sufficient time allocated to safeguard against capacity constraints.

The BSG project team also provided support of key operational change activities, ensuring all in-country stakeholders were adequately committed to the success of the roll out.

In order to ensure the needs of the customer remained top-of-mind, the BSG project team advocated the use of iterative development approaches, coupled with user experience design (UXD) practices. This enabled the development team to ensure mobile technology advancements and user feedback could be incorporated into each subsequent release.