Designed and implemented an internal automation tool that reduced manual greeting tasks from N repetitive task into 1 task. *N : customer number

The whole project is starting the POC, to explore how the digital greetings/video could be customized and generated dynamically using data from database.

During the manual day to day process, we found that :

Manual processes caused delays in time-sensitive greetings (birthdays, holidays)

Inconsistent branding and messaging across different branches

No centralized system for approval and distribution

These situation have a lot opportunity to explore on :

Centralize and standardize the greeting process

Automate the repetitive process

Maintain timely customer engagement

The process began with analyzing a successful proof-of-concept that demonstrated automated digital greeting/video generation.

Instead of traditional user research, we focused on:

Technology Assessment - Evaluated the demo's capabilities for dynamic text overlays, database integration, and rendering performance.

Competitive Analysis - Studied similar systems including Microsoft Word's mail merge functionality and Wix/Webflow's template editing.

Process Mapping - Through stakeholder workshops, I mapped the complete greeting lifecycle from creation to delivery, identifying key roles and responsibilities at both head office and branch levels.

Developed an intuitive video editor for non-technical users that limited options to only what was necessary, preventing user overwhelm while ensuring quality output.

Created a text placement with real-time previews to help users visualize the final product.

Designed a rule builder for targeting specific customer segments based on holidays, birthdays, or membership levels.

Reduce N process to 1 step process for each role.

Deliver a easy to understand design file for client, designers and engineers.