SmartOps-UK
SmartOps is a global digital transformation program led by TCS BaNCS, designed to reimagine how insurance, pension, and annuity services are delivered in today’s digital-first world. TCS BaNCS solution services over 30 million life, annuity, and pension policies, and 135 million property and casualty policies across the UK, Australia, New Zealand, South Africa, the Middle East, Hong Kong, and India.
Built as a scalable, automation-first, AI-enabled platform, SmartOps enables insurers to streamline customer servicing, enhance operational efficiency, and modernise complex legacy processes. It offers modular, multi-tenant digital capabilities to support both internal operations and external customer interactions at enterprise scale.
🔒 Confidentiality Notice:
Due to a Non-Disclosure Agreement (NDA) with the client and TCS, I am unable to share any visual assets, designs, or screenshots related to this project.
NEST, Phoenix Group, LBG, Aviva, Scottish Widows, SunLife
United Kingdom
BFSI
2023-24
160+
Challenge
Core servicing journeys like bereavement claims, surrender requests, and policy alterations were previously handled through legacy versions of TCS BaNCS, resulting in fragmented workflows, inconsistent experiences, and high effort for contact centre agents. The challenge was to transform these outdated interfaces into a unified, scalable platform—SmartOps—that could streamline operations, reduce errors, and support multi-client configurations.
Results
We designed an intuitive, modular interface within the SmartOps platform, built to simplify complex internal operations and standardize servicing journeys across clients. By enhancing usability and operational clarity, SmartOps enabled faster processing, reduced agent effort, and more consistent service delivery—helping TCS BaNCS support over 165 million global policies across life, pension, annuity, and P&C lines.
60%
Increase in UI Component Reusability
90%
Improved Prototype Interaction Coverage
40+
Component Variants Created
Role and Contribution
I worked as a Visual Designer and system contributor, adapting and extending the existing design system into a global SmartOps Design Framework.
Key Contribution :
1. Designed reusable components (buttons, form fields, tabs, dropdowns, info banners, modals) aligned with BFSI use cases.
2. Created component variants to support state changes (e.g., default, hover, error, disabled) for consistency in interaction behaviour.
3. Implemented auto layout and constraints to ensure responsiveness and developer handoff accuracy.
4. Built interactive Figma prototypes using conditional flows and variant states for stakeholder demos and user walk-throughs.
5. Organised design libraries with tokenised colour, typography, and spacing systems to maintain visual consistency.
Business Value Delivered
1. Enabled global rollout of reusable design system for different geographies like UK, Australia, New Zealand, South Africa, the Middle East, Hong Kong and India.
2. Reduced UI build time through systemised components.
3. Improved NPS and usability feedback from internal agents and test groups.
4. Set up the visual foundation for future journey digitisation projects.
What I Learned
SmartOps was where I applied everything I had learned and scaled it. Designing not just for one product, but for multiple global contexts, taught me how to think in systems, create modular visuals, and collaborate across time zones and client-specific constraints. The biggest reward was seeing how design clarity reduced ambiguity for both developers and users at scale.
