iCard Designer is a product I built in collaboration with my dad, which evolved from an ID card printing service business into a sustainable desktop SaaS solution.

The product was designed to simplify ID card creation, reduce paper wastage, and create a printer-agnostic workflow that works across multiple printer types. It also includes support for QR code and barcode label generation in various formats, making it a flexible solution for identification and labeling requirements.

KYC Process Design 

The objective was to streamline and digitize the Know Your Customer (KYC) process by designing a scalable and intuitive interface that captured all necessary customer profile details while ensuring compliance with FICA regulations. This initiative was critical in minimizing onboarding friction and aligning with regulatory mandates.

In-App Chat Bot Design 

(Pre-ChatGPT Implementation)

Before the emergence of AI-powered solutions like ChatGPT, we embarked on designing a rule-based in-app chatbot for a FinTech digital customer experience team. The primary goal was to enhance first-level support by guiding customers through structured flows for common queries—without human intervention unless required.

Customer Search & Contact Capture Optimization

The project aimed to simplify the agent workflow for searching and identifying customers, whether they provide full contact details or approach anonymously. This was a key usability enhancement to ensure faster customer identification, reduced data entry errors, and efficient issue logging.

Simplifying Case Log

Pulse - Internal Comm

Customer service representatives require a means to communicate with their peers and obtain quick resolutions while interacting with a customer. However, this must be done without exposing any customer data or losing track of the original reason for the hold or the case log.

Customer Authentication