An outdated platform and a government mandate for e-settlement meant SAI Global were facing increasing pressure to provide their customer base with relevant tools. Meanwhile, their competitors edged ahead on newer technology and fresher offerings.
To establish a digital-first case management system for the industry, we created a suite of tools and integrated them with all the services that customers needed which were previously unavailable on a single platform.
We adhered to a rhythm that aligned with our methodology of continuous delivery, while also enabling SAI Global's internal team to establish their own production release schedule
Service design & CX research
Responsive platform development
SQS, SES, S3
The experience phase began with prioritisation to grasp SAI's business goals. We engaged customers to comprehend property transactions. Our goal: enhance their daily workflow with a productivity-boosting tool. Addressing key pain points, we refined based on customer interviews, progressing through design, development, and testing.
With the long-term intention to transition SAI to handle future development in-house, we also built out an extensive design system for the platform, ensuring long-term brand and product consistency for all future releases.
Given varying state regulations, we focused on NSW initially, building core functions for purchasers and vendors. Each phase involved iterative design, testing, and validation with customers. A successful alpha trial with live users refined the experience for NSW launch. Concurrently, we began work on Victoria, analysing differences and rapidly preparing for a market-ready launch.