CLIENT

In-house at Westpac Group

MY ROLE

CX & Service Designer

NOTE

Unfortunately, details of my time at Westpac Group cannot be included in this case study as they may have a material impact on the Bank and its business.

THE PROJECTS

The Westpac Group is actively undertaking multiple projects that span various stages of the customer and banker lifecycles. These initiatives include exploring the holistic future-state banking experience for different customer types and across multiple touchpoints, as well as aligning with industry regulation changes for supplier governance.

HOW I
HELPED

I assisted lead/senior designers by:

- Conducting desktop research
- Conducting competitor analysis
- Drafting scope, research plans and initial discussion guides
- Conducting user and stakeholder interviews
- Synthesising data and developing initial findings and insights
- Planning and executing co-design workshops
- Generating reports, recommendations and presenting findings back to stakeholders

THE PROCESS

The Process of Design Squiggle by Damien Newman, thedesignsquiggle.com

Discover

Define

Develop

Deliver

Project plan

Desktop research

Competitor analysis

Customer feedback and business analysis

Research plan

Discussion guide

User interviews

Surveys 

Refine stakeholder mapping

SME & stakeholder interviews

SME & stakeholder workshops

8Ps mapping
(People, products, places,  processes, platforms, performances, policies, purpose)

Initial current-state experience mapping

Initial current-state service blueprint

Affinity mapping

Themes & insight development

Empathy maps

Personas

Refine current state experience map

Refine current-state service blueprint

Opportunity alignment workshops

Ideation workshops

Concept cards

Feature analysis

Prioritisation frameworks

Initial sketches

Lofi wireframes

Prototyping

Usability testing

User feedback

Iterations

Final assets:
Customer Journey Map
Service blueprint

Research & tiered recommendations report

Presentations to stakeholders

KEY PROJECT OUTCOME

By validating concepts and mapping out the future-state app experience for various customer types, the findings went on to inform the future-strategy of the banking app and its features.

Email   LinkedIn