Self service online transactions Being on the operation team as a Senior Administrator (capture and authorize transaction) the developers and systems team needed my input from client perspective  as we at the client service department interact mostly with client, we had an idea of what the customers want. I was involve in the layout of how the client want to see on the web when changing for example beneficiaries. So I did a survey with few customers to find out what they want to see, after calling the Clients, I drafted my feedback and presented it to the developers and systems team. They implemented and we tested the process. This was done 2 years ago and clients are able to update their personal details, bank changes, contributions changes and switch. I learnt that nothing is impossible in life.