Product Design, 2018
For the past year I have enjoyed working for Bankwest in Western Australia. Bankwest is a subsidiary of Commonwealth Bank that offers everyday banking for customers across Australia. My main focus during this time was the delivery of an improved customer experience for home loan applications. The majority of this work is under NDA so I am going to talk about the process and outcomes rather than focus on specific problems and mockups.
During my time at Bankwest I have run and participated in workshops, customer interviews, usability tests, designing, and prototyping. I worked on the end to end product design process from the customer’s initial inquiries to the dispersal of their documents.
During discovery we worked on customer journey sessions identifying pain points, studied data to understand where customers dropped off, and together we identified real problems customers were facing.
A few problems we discovered during this time:
The product itself was an evolving series of identifying problems, exploration, testing, collecting feedback, iterating, shipping to real people, calculating results, and repeating. It is a never ending cycle and the design team continues to tackle our biggest problems this way.
During my first year at Bankwest I ran close to 40 customer interviews (you can read about my experience here). I enjoyed testing prototypes with real customers and feedback from these sessions always surprised me. You can read similar feedback we collected in this article.
The Team & Collaboration
I worked within a team of five designers to tackle different parts of the application. At any given time we were collaborating on two to three of same screens on the project. It was important for us to meet up multiple times a week to discuss customer insights, design consistency, and what problems we were tackling.
I worked in collaboration with engineers, product owners, scrum masters, researchers, business analysts, customer insights, and stakeholders. It was up to the design team to bring these wonderful people along for the design journey. Every week we held sessions to ask questions, gather insights, and show design work. It was during this time we received the most crucial feedback from our teams.
Designing for financial institutions is a challenging and rewarding experience. There is an endless amount of competition from up and coming startups pushing fintech in the right direction.
A few lessons I learned along the way:
Outcomes & Awards
We have released our initial product and continue the product design lifecycle. Bankwest won a few awards along the way; QBE Non Major Lender of the year at the Mortgage and Finance Association of Australia (MFAA)'s and Australia Mortgage Awards for 'Non-Major Bank of the Year' and 'Most Effective Online Presence.'
Links to Bankwest products and projects I’ve been apart of in the media: