Fifteen years building and scaling distributed systems, across the industry's move from bare-metal servers and monoliths to cloud-native, Kubernetes and GitOps. I take on the work teams postpone: paying down technical debt, building deployment from nothing, and keeping systems running.
Six shifts the industry has since packaged and sells ready-made. I worked through them before anything was ready-made.
Merchant West
Financial services, South Africa · 2021 · Sole developer, front end and back end
Situation
A finance company takes client documents through its website, and those are documents with a higher bar than a contact form.
What was done
Replaced a single 20-field application form with a stepped wizard: validation as you go, an indicative calculation of terms, and progress kept so an application can be finished later rather than restarted. Alongside it, the leasing calculators and secured forms for submitting financial documents.
What was built
Site for a financial services company
Leasing calculators
Secured forms for submitting financial documents
Handling rules appropriate to financial data
In numbers
Valid applications per month: 120 → 380+ — More than tripled
Form completion rate: 22 % → 64 % — A single 20-field form was abandoned by ~78%
What changed
Applications went from about 120 a month to 380 and above. Form completion rose from 22% to 64% — two thirds of the people who start now reach the end.
Why it was hard
A stepped wizard in place of one 20-field form: validation as you go, an indicative calculation, and progress kept between visits so an application can be finished rather than restarted.
A leasing calculator is a commercial document in disguise. The numbers it shows set an expectation the sales team then has to honour, so the rules behind it cannot be approximate.
Client documents arriving through a web form raise the bar above a contact form: what is transmitted, where it rests and who can reach it all become design decisions rather than defaults.
Evidence
Delivered under contract. The source and the internal measurements stay with the client, and the figure above is theirs rather than a public benchmark.