Project Overview

Westpac’s new Online Banking service gives customers more control of their finances through a consistent, simple, helpful and secure omnichannel experience underpinned by; • 105 backend systems • 65 real-time services • 178 batch interfaces • Over 70,000 test cases • 1,500+ customer and business requirements Four years of good design practice management within a massive transformational program makes the complex appear simple. Our design goal; help customers to develop positive financial habits through small behavioural changes ‘in the moment’. The result; a meaningful, personalised picture of finances – including non-Westpac accounts presented through a simple, modern interface across multiple channels.

Organisation

Westpac

Team

Westpac AFS Digital and Online Transformation Program

Project Brief

Everyday life is busy; it’s hard to get organised, to have a clear plan for turning dreams into reality. This insight underpinned our design philosophy. With this in mind, we designed all taskflows and interactions to help people to progressively transition from short-term reactive behaviours to become more in control. The service makes every-day, repetitive tasks convenient, giving time back to become more organised, to make plans to realise dreams.

Project Innovation/Need

Key new features include;
Group accounts online and give them meaningful names – including non-Westpac accounts to get a complete financial picture. • Accounts and functions streamlined for mobility. Priority account list for quick access and money movement on the go. • Considered yet playful gestural tablet user interface redefines how customers interact with their banking. • With the Sameview tool, support staff see what the customer sees. Improved understanding means better problem-solving. • Location aware Branch and ATM finder helps customers access over 50,000 fee-free ATMs; the single biggest network in the world.
• Alerts and messages tailored to customer needs and preferences help them to streamline their banking. • Helping people to make informed choices to change their behaviour eg protecting bonus interest on savings accounts, avoiding late payment or other fees. • Simplified account opening with pre-populated forms and prompts to transfer money into savings accounts to maximise returns • Dedicated service centre for greater convenience and control. Customers can manage their personal details, security preferences and account sharing.

Design Challenge

This project required us to apply good design practice management within a massive transformational program to make the complex appear simple, keeping the customer at the heart of everything we did.

We achieved the right outcome by;

Continual customer feedback informed design iterations. • Over 500 customers were engaged in prioritising business requirements and testing design prototypes. • Customer co-created change management approach enabled us to put appropriate capabilities and resources in place to deliver a smooth transition to the new platform. • Feedback from 15,000 customers engaged in a pilot release continues to guide ongoing migration strategy and execution. Ongoing dialogue with 3 million active customers continues to inform enhancements such as data visualisation, financial management tools and business banking.

User Experience

The new Westpac online banking is being rolled-out to our 2.5 million everyday banking customers and they will be automatically migrated to the new service, with no disruption to their banking.
Feedback received from Net Promoter Score Customer Verbatims about Westpac’s new online banking:
“Just tried a pay anyone transfer and like everything else with the app it is so easy. I honestly don't think you could. It's basically perfect.”

“I feel the new platform is a great improvement compared to the old platform.”

“I use it all the time, latest improvements are helpful, do I get charged for scheduling a weekly regular bank transfer, luv this feature.”

“This is so much easier to use,will be useing it much more often now,,thanks guys,,great job”

“The new Online Banking is great – I can read at a glance what my accounts are. Plus the size of the opening page is wonderful – no squinting to read the amounts. Thank you for the text message to let me know of the new Online banking.”