Banking Project for a Top 4 Australian Bank
Our Challenge
In 6 weeks, design and showcase a best-in-class experience to convince project sponsors to adjust the digital transformation roadmap within one of the biggest banks in Australia.
Who Worked on This
Customer Experience Lead on Client side, Senior CX Consultant and CX Consultant (me) from HeathWallace.
Here's what we did:
I was sent to Sydney to consult one of the top four banks in Australia. Our client already had an efficient process laid out, so that was a relief.
Since the existing interface was very simple, adding a new feature would confuse current users. So instead of sketching, we thought of ways to design the UX without modifying the UI.
We prototyped some designs and quickly began the feedback gathering process. Since we designed the back-end instead of the UI, the designs tested well with the 6 SME users and 6 corporate users.
The bulk of the work was to understand stakeholder needs and concerns then addressing them through communication techniques like showing user testing results. We had bi-weekly check-ins with the tech team to make sure our suggestions, especially those on backend logics, were feasible.
A Sneak Peak to What We Delivered:
In the end, our work played a sizable part in skewing the bank's product road map which gave the company focus in delivering customer-centric and financially viable products. To find out more, shoot me an email at heyjustincheung@gmail.com