Banker Support Site
Research / Service Design / UX / UI
ANZ Bank
Project background.
As in internal support site, the banker support site was originally created to provide a single place for Bankers in ANZ to access support information, documents and material. Prior to this build, content existed through multiple sources and rarely used, and as such, there was a need to improve the banker site for the needs of our Frontline Bankers, as it was identified the existing site was hard to use, hard to navigate and had multiple content quality issues.
Process
A Human Centred Design approach was used to identify and discover the objectives, problem statements, and project approach. After workshopping with the relevant stakeholders and agreeing the value proposition, roles and responsibilities and the new site’s purpose, we got into the Information Architecture. We synthesised all sources of material, and broke down the IA, before conceptualising the new site layout to house all material going forward as one source of truth.
From here, we mocked up a prototype page which was used to test with a number of participants. The research was a mix of exploratory and user testing, and really helped us move the prototype to an even better state. We conducted a second round of testing, and the results were extremely positive with all participants agreeing that the new layout was clear, concise, and super easy to navigate now – it made sense to them which was great to hear.
Outcome
A final updated site was created which we presented to the site owner for delivery. We are now pleased to see all content has been migrated to this new site with high uptake from frontline bankers.
Key roles & responsibilities
_Stakeholder Management
_Defining the Problem and CVP
_Ideation Workshops
_Current State Analysis
_Research Planning
_Script Writing (research)
_Banker (Customer) Recruitment
_Designing the new Information Architecture
_Creation & Testing of Prototypes
_Reporting & Delivery