Westpac One Online Banking
Westpac New Zealand Limited, 2021 - 2023
Client
Westpac New Zealand Limited
Services
User Experience (UX) / User Interface (UI) Design, Digital Experience
To comply with non-disclosure agreements, all confidential information has been omitted and obfuscated. All information on the case study is Fiona's own interpretation for recommendations which does not necessarily reflect the views of the company.
My roles
- •Create user interface (UI) components in Figma for designers to use across designs and protoypes.
- •Produce design deliverables and establish one of the user interface (UI) pattern in Westpac's RED Design System.
- •Led the web browser squad with the simplified end-to-end design experience of password reset for customers to easily access their Westpac One banking.
Product impacts
- •Significantly reduced the amount of incoming calls to the Call Centre operations team regarding access to banking due to password resets.
- •Built and established strong working relationships with the web browser's Product Owner, Software and Testing Engineers to understand the technical and business constraints.
- •Supported by the Product Owner in the squad to drive the launch and change adoption of the newly elevated and accessible RED Design System at Westpac New Zealand.
Simplify password reset in Westpac One
During Covid-19, a lot of customers were stuck overseas and couldn't access their Westpac One banking. In 2021, I joined the web browser squad that owned Westpac One online banking platform and experience. Westpac One was still in it's early days to migrate onto Figma and adopt the new Design Library. The new Design Library was built for Westpac One Business Online Banking. With support from the Product Owner of Westpac One's Online Banking squad, I steered the team to utilise the new Design Library and quality checked along with the testers of the accessibiity and usability of the new interface.
Modeling the Present State
- •Assess data metrics from contact centre
- •Review and assess component assets
- •Map user flows for web next to Westpac's Mobile App.
Segmenting End-Users and Identifying Pains
- •The contact centre supports approximately 14,000 calls per month. Queries are 70% password resets, 18% Online Guardian status reset and 11% of the Customer ID being forgotten or needed a new Customer ID
- •Reduce the number of a user's steps to access their web banking
- •Assuming every call is equal, a dedication of approximately 23 staff members help customers navigate this failed digital process. Cost per serve in the Phone Assist team is $8.97 per call, $125k per month and ~$1.5 millon per year on password resets.
The initial interaction flow for an end-user to reset their password was long and poorly to set up the end-user for failure. The new simplified three-step process was steered to follow a similar experience in conjunction to Westpac One's Mobile App.
Iterating Through Artifacts
- •User flows
- •Wireframes
- •Design Library
Before Figma's Variables and Prototype Variables, I constructed a component to contribute back into the Design Library for the whole design team to reuse in their Figma Design files and variants to existing components. This new Design Library was growing and with the delivery of Password reset, a variant of the design pattern was established for Westpac's RED Design System.
Design prototype
Production source: https://bank.westpac.co.nz/wone/app.html#self-service-password-reset
Outcome
This simplified experience helped customers authenticate their access to Westpac One online banking. After a successful delivery of the feature, establishing this design variation as a design pattern became reusable for the other digital platforms and it elevated the awareness for the change adoption to the new and accessible RED Design System at Westpac New Zealand.
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