E-Centive SPIV Management
2022 - Present
As Head of UI/UX, I led the complete ground-up redesign and redevelopment of E-Centive, the largest incentive management platform in South Africa, serving all the country's leading telcos. This project was the most ambitious and extensive initiative I've taken on in my career, involving comprehensive system modernization and strategic realignment to enterprise-level standards across multiple platforms.
While E-Centive had been operational for some time, the platform faced significant usability challenges due to its rapid initial development. My primary goal was to address these usability challenges by standardizing and improving the user experience across multiple channels, including the mobile app, desktop and mobile web applications.
Employing the Design Thinking methodology, I collaborated closely with stakeholders to deeply understand user pain points, business objectives, and operational inefficiencies. Through extensive research—including surveys, feedback loops, and analytics—I identified areas for improvement, such as fragmented workflows, inconsistent UI patterns, and navigation issues.
My design process involved a comprehensive restructuring of the information architecture, meticulous wireframing, and iterative prototyping in Figma. I spearheaded the creation of the proprietary IxE design system, formulating its visual language and strategic direction. IxE standardized UI components across all platforms, supported accessibility with both dark and light modes, and enhanced development efficiency.
Key improvements included optimizing claims processing, simplifying user account management, and enhancing data visualization for performance tracking. These changes, guided by user research and analytics, ensured intuitive, efficient workflows aligned with industry best practices.
Close collaboration with engineering and data teams ensured that designs were scalable, technically feasible, and aligned with business requirements. This structured approach was crucial for successful implementation and future scalability. This project emphasized the importance of cross-platform consistency, meticulous DesignOps processes, and thorough user research. The result is a comprehensive, cohesive user experience designed to adapt and scale with evolving business needs.