Case Study 2023

This documentation briefly overviews my work at Zeta’s admin suite.

Goal

The Communication Center empowers users, including Financial Institutions and Fidelity Information Services (FIS) Admins, to seamlessly execute various actions, including crafting and disseminating communications and messages. These efforts directly influence the experience of Financial Institution cardholders.

By leveraging the Communication Center, stakeholders can ensure that cardholders remain informed and actively engaged with pertinent updates and activities about their Financial Institutions.

Hypothesis

Enabling FI/FIS admins to configure and publish crucial messages/communications for FI cardholders leads to heightened engagement and satisfaction among them.

How do we measure success?

  1. Measuring Effectiveness: The effectiveness of the communication center can be gauged through various metrics, with one crucial aspect being the efficiency of FIs/FIS admins in creating and disseminating messages.
  2. Channels Utilised: Messages are communicated through diverse channels such as in-app notifications and push notifications, ensuring multiple touchpoints with cardholders.
  3. Timeliness and Relevance: The metric evaluates the admin's capability to deliver timely and relevant information to cardholders, enhancing their experience and satisfaction.
  4. Time-to-Publish: This specific metric, known as Time-to-Publish, quantifies the duration taken by the admin to create and publish a message across the communication center's channels.
  5. Efficiency Indicator: A shorter Time-to-Publish signifies a more efficient process, facilitating swift and effective communication with cardholders.

By scrutinising the Time-to-Publish metric, organizations can ascertain the efficiency of their communication processes and make necessary adjustments to optimise engagement and satisfaction levels among cardholders.

Problem Statement

The bank administrator faces challenges in effectively disseminating communications to cardholders. Existing methods like SMS, email notifications, and external tool integrations, alongside non-push web banners on Internet banking, fail to meet desired outcomes in reach, timeliness, and engagement. The absence of a centralized, automated system for targeted and personalized messaging leads to inefficiencies, low response rates, and potential information gaps.

To address these issues, the bank administrator requires a solution that streamlines communication processes, facilitates efficient message distribution, and boosts cardholder engagement. This solution must ensure vital updates, promotions, and alerts reach recipients promptly and effectively.