Helping ABSA Bank unlock people experiences that matter

Getting your people experience right creates employees that love your brand and love your customers.

We recently worked with one of the top 5 banks in Africa to help them unlock the power of the ServiceNow platform across their People Experiences in the bank. They wanted us to discover how well their internal teams were using and adapting to their evolving people portal, how digital enablement and accountability could be improved and if individuals and teams could feel more empowered in the process.

+40 000 Employees

Weekly interacting with the People Team

17 African Countries

Requesting services

11 Different Teams

Supporting requests across the People Experiences function.

Business Challenge

Aligning expectations across multiple regions, multiple service offerings and multiple entry points into the Bank.

How we solved it

A practical set of design thinking workshops that used persona based thinking to ensure we understood the people journey the technology would support.

Technology Enablers

ServiceNow HR Service Delivery and Employee Centre for unified self service. Virtual Agent for elevated self services conversations.

Getting all your people on the same page

Process-centred challenges intersect with people-centred challenges, but they are not the same and usually require different approaches respectively.

We knew this project would require people-centred solutions, so a few of our design principles included partnering with users, taking their viewpoints and experience into consideration and focusing on data-informed reporting and insights to guide us in our exploration of solutions. We wanted to help the bank make its Employee Centre (People Portal built on the ServiceNow Platform) a single front door for end-to-end processes that integrated into other systems successfully. We named 10 design principles as actionable quick wins before we deep-dived and got into the nitty-gritty details.

Quintica helped us leverage our solid foundation on ServiceNow to create personalised people experiences in context of their job role, time of year and important life events.

Every great journey begins with a plan

Lets talk about yours today.