Combining Agile and UX principles in bespoke software development
BSG applied Agile development and user experience (UX) practices to develop a bespoke system to automate the debt recoveries process at a leading South African retailer.
Develop a system to automate the management of the recoveries process
Increase the operational efficiency of the recoveries team
Reduce the business’ exposure to unnecessary risk
Automate the debt recoveries process through the development of a bespoke software system with various integration points to other systems
Apply Agile development practices to incrementally deliver value
Apply UX principles and practices to ensure the system meets the users’ needs in order to support efficiency and maximisation of the department
The project team ensured quality skills transfer by introducing Agile practices
Greater control and accuracy when processing accounts ensured an improvement in overall customer experience
The system enabled the recoveries team to more accurately track bad debt handed over, as well as the recovery success rate of each team, which resulted in a more empathetic and respectful engagement of customers who found themselves in a difficult financial position
Combining Agile and UX to deliver an automated debt recoveries system and reduce the client’s exposure to risk.