12 · Project Management and Solutions Architecture
A regulated self-service solution for complex transactions
Organisation with demanding regulatory and security requirements.
Situation
An organisation wanted to move complex transactions gradually from staff-assisted service to a self-service channel. The future solution needed to support different types of transactions and integrate with existing business, payment and operating systems.
At the same time, the solution faced demanding requirements concerning: regulatory compliance, information and transaction security, protection of sensitive operations, availability during live operations, usability for different user groups, accessibility, hardware and software integration, support and operating processes, and future extensibility. Because no standard product covered all requirements, a customised combination of hardware and software had to be developed.
Approach
Hosang Consulting assumed responsibility for the device and technology workstream within the wider initiative. The contribution included: structuring the technical subproject, gathering and aligning business and technical requirements, preparing and supporting supplier selection, coordinating customised hardware and software development, aligning several internal and external participants.
The contribution also included: defining and supporting the required interfaces, incorporating regulatory and security requirements, integrating accessibility requirements, contributing to support and operating processes, preparing and supporting live pilot operations, and ensuring extensibility for additional services.
Result
The customised self-service solution was transferred into live pilot operation. The organisation gained: an integrated hardware and software solution, tested processes for complex transactions, a foundation for secure and regulated operations, accessible user interaction, defined interfaces with existing systems, aligned support and operating processes, and findings for future scaling and extension.
The case demonstrates how technical product development, regulatory requirements and operational viability can be connected through one shared project model.
Transferable insight
Technical functionality is only one requirement in regulated self-service initiatives. A viable solution emerges only when security, regulation, usability, integration and operations are designed together from the beginning.