For
Big 4 Bank
In
2024
As part of a larger simplification agenda, a big 4 Australian bank needed to reconsider how basic transactions and services were accessible and communicated to customers with the goal of driving adoption of self-service in their branches, freeing up specialist staff and bankers to help customers with more complex issues.
In pursuit of this my team worked on a strategy of consistency. Whether you called up the help desk, spoke to someone in person, or pressed buttons on a kiosk screen; you would have the same triage and support conversation.
The prototypes we created represented this ideal and tested that consistent experience in the channel a customer opted for. Some opted to follow a geofenced notification into the banks app, some opted to use an in-branch kiosk screen, and some preferred to speak to a person — but all were triaged and taken to their task the same way.
learning
How important a simple, consistent vocabulary for service offerings is to maintain cohesive and easy to use services across every channel. This is core to the enabling and uptake of self-service experiences that don't feel like interacting with a completely different organisation and wasting your time.
with
Nick Puckett, Product Manager
Bella Miller, Research
Yasin Masukor, Product Design
Laura Ryan, Research & Strategy