Designing Organix
Untangling complex banking operations into one holistic system
Client: Internal (Project Imagine)
Role: Product strategy, design and experience
Strategic proposal
Our operations teams were running across more than a dozen disconnected tools. The work was manual, fragmented, and difficult to scale without ballooning staff costs. We discussed off-the-shelf systems, but they didn’t fit our needs, so I proposed we designed our own. A bespoke system would:
Unify operations
one holistic platform to support our Horizontal Ops approach, instead of siloed tools.
Embed Compliance
Real-time monitoring and automated reporting to meet regulatory demands sustainably
Leverage experience
Five years of running Dozens gave us insight into what worked (and what broke) during live operations
Strengthen assets
a system designed to integrate with our Pi1 core banking platform, building long-term B2B business value
Improve employee experience
reducing repetitive manual work so teams could apply judgment where it mattered
Early sketch
Organix connects all partners and data streams into a single tool
*Admittedly Organix isn't the best name, but it came about during a debate on MS Dynamics and gained traction internally—so we ran with it! :)
CORE FEATURE 1
Solving fragmented records: a single view for each customer
We consolidated partner data into a single record, (i.e., AML / transaction monitoring, card processor and agency banking) enabling an end-to-end view of customer interactions, eliminating inconsistencies and giving the team one reliable source of truth.
CORE FEATURE 2
Agent dashboards for intelligent capacity allocation
CORE FEATURE 3
Bespoke flows for quick, accurate execution of complex processes
Each task has a bespoke flow, that curated the data needed to complete the task.
CORE FEATURE 4
All feeding into realtime monitoring and regulatory support
Organix becomes a real time, single source of truth, removing the partitions between the front line staff and management for reporting and data gathering.
Results from Organix
Although Organix was never fully productionised (owing to solvent business wind-down), its design and pilots delivered measurable impact and strategic validation.
Better employee experience
Less manual work, more focus on judgment
Scalable model
Designed for higher customer-to-agent ratios
Reduced process risk
Fewer handovers, less chance of error
Platform asset
Integrated with Pi1, strengthening B2B capability
Externally validated
Proposition assessed as robust and competitive in UK Government's BCR grant process and potential acquisitions