Communication Center
Centralised messaging for
financial institutions
A centralised admin module built for Zeta's admin suite enabling FI and FIS* admins to craft, schedule, and publish communications that reach cardholders across multiple channels, seamlessly.
FIS* is one of the backbone companies powering banks and payments globally (you don’t see them, but a lot runs on them).
The video may take a few seconds to load and shows a simulation of editing and sending communication.
Impact
Designed to reduce time-to-publish
Success was measured against key operational metrics that directly reflect admin efficiency and cardholder engagement quality.
The Problem
Fragmented tools, missed reach
Bank administrators relied on SMS, email, external tool integrations, and non-push web banners each siloed, manual, and insufficient. There was no centralised system for targeted, personalised messaging, resulting in low response rates, inefficiencies, and potential information gaps for cardholders.
Key personas
Core Features
Five capabilities, one centre
01
Set up communications
Intuitive composition tools let admins create updates, promotions, alerts, and announcements. Ensuring relevance and clarity for cardholders at every touchpoint.
02
Plan and schedule communications
Admins can organise campaign calendars for the week by setting specific dates and times for each message to ensure timely delivery and avoid overlap across channels.
03
Organised timeline view
Past, present, and future communications are categorised for easy retrieval. Supporting auditing, performance analysis, and future planning within a single view.
04
Multilingual Support
Designed to support announcements and messages in Spanish, with a modular framework that scales seamlessly across 10+ languages.
05
Edit and modify even after publishing
Full editing capabilities let admins update content, adjust schedules, or correct errors before and after publication. Ensuring accuracy and relevance every time.
Design Process
What didn't work, and what did
:(
What we tried first
A calendar-based approach was explored early on. However, it didn't seamlessly integrate with existing admin workflows, introducing additional friction and reducing productivity rather than improving it.
:)
What we arrived at
After iterative rounds and benchmarking exercises, the design was refined to streamline the workflow end-to-end addressing each problem statement while staying consistent with the broader design language of Zeta's admin suite.
User Testing