SANTANDER Totta / KNOWLEDGE MANAGEMENT PLATFORM
Santander needed a future-ready, enterprise-level solution for Knowledge Management that would align with both current and emerging business and user needs. The challenge was to design and build an end-to-end platform (NIK) that could structure, manage, and scale knowledge across products and services, while supporting collaboration and efficiency within the organisation.
(Strategic Innovation, Service Design & UX)
Approach
Partnered with IBM and BJSS to lead the design of the knowledge platform.
Facilitated the collaborative design process, bringing together diverse stakeholders.
Conducted workshops, interviews, and playback sessions to capture requirements and validate ideas.
Mapped the current and future product vision, clarifying journeys, pain points, and opportunities.
Designed innovative solutions translated into the Knowledge Management Platform (NIK).
Defined the roadmap for implementation and set the stage for Phase II development.
Impact
Established a clear vision of the product for stakeholders and teams.
Defined Phase II roadmap for further development.
Delivered a scalable Knowledge Management platform design (NIK).
Improved collaboration, structure, and future-readiness of Santander’s knowledge ecosystem.
Key activities
Stakeholder engagement & Workshops: Multi-session workshops, interviews, and co-creation activities. Validated stakeholder requirements and design priorities.
Ecosystem & Vision mapping: Analysed current workflows and envisioned future product capabilities. Future-state product vision and opportunity framework.
Collaborative design process: Iterated on ideas through playback sessions with stakeholders. Alignment on product goals and platform scope.
Prototyping & UX Design: Created wireframes and prototypes of the knowledge platform. Interactive designs for NIK are aligned with Santander’s needs.
Roadmap & Implementation: Defined phased delivery, including a clear Phase II scope. Implementation roadmap to scale the platform.
Reflection
This project highlighted the value of collaborative design frameworks in large-scale digital transformation. By combining service design, UX, and stakeholder alignment, we created a platform that not only addressed Santander’s immediate needs but also established a strong foundation for future knowledge management.