Brian Kgosi, Medshield Medical Scheme. Photo: Karolina Komendera

In the past, IT divisions were mainly focused on upgrading infrastructure and automating internal processes by deploying enterprise applications to automate business unit processes such as sales, support, finance, human capital, and procurement.

The focus has shifted to improving the customer experience, which can be seen in the rise of mobile apps and more engaging websites. In doing this, the role of user experience and user interface designers cannot be underestimated.