DBS Bank: Streamlining Campaign Management Process

Client
DBS
Services
Product Design
Deliverables
Web Platform
Timeline
3 months

Background

DBS Bank was looking to streamline its internal campaign management process, which spanned multiple teams and relied heavily on manual coordination through emails, spreadsheets, and siloed tools. The goal was to reduce inefficiencies, improve visibility, and bring structure to an increasingly complex workflow.

My Role

I worked as the lead designer for the project alongside Shekhar (Designer), Raj (Senior Product Manager), and the engineering team

Impact

NPS Score
Increased from -17 to +38
user sentiment turned around dramatically post-launch
Campaign Launch Time
Reduced from 6 to 2 weeks
through better structure, visibility, and handoff coordination
Task Response Time
Improved by 45%
with personal notifications and clearer ownership
Problem

Planning and launching a campaign at DBS felt chaotic and slow with tasks scattered across emails, spreadsheets, and unclear handoffs.

To design a platform that worked, we first needed to understand what wasn’t working

We spoke to stakeholders across 5 teams to understand how each one contributed to the campaign lifecycle and what stood in their way. We realised that the problem didn't have a very straightforward solution.

Each of the 5 teams contributed to different parts of the workflow, shaped by their specific roles and needs. Since adopting a new platform meant a significant shift in how each team worked, and a previous platform had already failed due to low adoption, we knew we had to introduce change gradually this time.

It only made sense to first release a version of the product with a standardized workflow and based on the response from the teams, scale and personalize gradually.

So, what were the common challenges that emerged from our conversations with multiple teams?
Teams lacked a unified view of campaign progress, leading to confusion and misalignment.

Suggested Feature: Kanban-style campaign tracker

Ownership was often unclear, and teams were left unsure when it was their turn to step in.

Suggested Feature: Automated notifications & handoff alerts

A single, lengthy campaign briefing form led to incomplete submissions and back-and-forth between teams.

Suggested Feature: Modular form broken down in sections

No centralized way to track or learn from campaign performance after launch.

Suggested Feature: Campaign reports section to track launched campaigns

Feature 1
Track your campaign status in a kanban-style campaign dashboard

Early in our stakeholder interviews, a recurring theme emerged. No one really knew where a campaign stood at any given moment. Some teams were tracking progress in spreadsheets, others had Slack threads buried somewhere, and a few relied on memory (not ideal when you're juggling multiple launches).

But what if everyone could see the full campaign journey at a glance?
01
Provides a shared, real-time view of campaign status across all phases
02
Helps teams quickly identify bottlenecks and delays
03
Makes handoffs smoother by showing who's responsible for what and when
Anatomy of the campaign card
Campaign Tracker: List View
Feature 2
Get timely nudges and updates as your campaign progresses

One thing we kept hearing during interviews was how easy it was to miss your step in the campaign process. Someone would submit a brief, but the next team wouldn’t know it was ready. A creative review would sit untouched because no one realized it was pending. notification system that keeps you gently in the loop. It sends you a nudge when something you’re responsible for moves forward, or when an update is relevant to a campaign you’re part of

So we built a notification system that keeps everyone in the loop.
01
Improves task ownership clarity
Action-specific tags like “Assigned to you” help team members immediately identify what requires their input.
02
Prevents missed handoffs and delays
Timely notifications alert users when a campaign phase moves forward or when a task is pending with their team.
03
Keeps teams aligned without overwhelming them
Members receive general updates about campaigns they’re involved in, even if they’re not directly assigned to a specific task or phase
We also explored other versions of the notifications panel. After constant feedback loops and iterations, we finally settled on a design that felt intuitive.
Key Learnings

Designing the campaign management platform at DBS wasn’t just a product challenge—it was a lesson in navigating complexity, aligning people, and designing for trust.

01
Earning Trust Starts With Listening
With low adoption of the previous platform, teams were hesitant. Making them feel heard, and continuously improving the product through feedback loops was key to gaining trust.
02
Start Small to Build Confidence
Rolling out a standardized MVP first helped reduce friction and gain buy-in. Teams were more receptive when they saw their feedback reflected early, and it gave us space to evolve the platform thoughtfully.
03
Clarity Beats Complexity
We didn’t try to solve everything at once. Prioritizing visibility, ownership, and consistency in our core features made the platform more usable