ANZ digital banking - Senior Digital Producer

Client
ANZ Bank New Zealand

Project

Internet Banking

Project Role/Skills

Senior Digital Producer
User Experience Strategy

After Dave Clark Design was appointed ANZ Bank’s design and UX agency, they brought me on board to be the Senior Digital Producer for the ANZ Internet Banking project. At a high level, we were tasked with moving ANZ’s goMoney app and ANZ Internet Banking experiences closer together, in order to provide customers with an improved and consistent cross-platform experience. Everything about this ongoing project was agile based, so we work closely with the bank’s in-house development team (often from their office), providing the strategic direction, UX, UI, assets and specs for the developers to work their magic.

Over the course of my time on this project we were tasked with transitioning the legacy Internet Banking experience to a responsive experience that could be beautifully displayed with a seamless experience across all devices. We constantly worked to release new features that addressed customer feedback and boosted customer satisfaction. Some of these features included a new payments flow, a hub for managing and tracking home loan payments, a new everyday banking dashboard view, international money transfers, a feature to ‘freeze’ your credit card if it was lost or stolen, and a search feature for transactions. We also built an digital design system from the ground up, which documented best practice design, UX and code for both ANZ and our teams to create consistent experiences across the platform and release new features sooner, by eliminating the need to ‘reinvent the wheel’ each time.

my role

This client-facing role focused on the ongoing management and delivery of digital projects, with a focus on ANZ’s Digital Banking products and ongoing feature releases. I managed our internal team of Senior Digital Designers and UX Designers, often collaborating with our Digital Director to determine strategy and UX approach. I worked hands-on with our internal digital team and the ANZ banking team (mainly Product Owners and Channel Managers), participating in stand-ups, sprint planning sessions and working alongside their internal development team to ensure a high-standard of implementation and delivery of our design and UX produced by our agency. I organized user testing sessions, customer recruitment, prototype build, test script writing, and facilitated client viewing sessions for user test days. 

Results

ANZ Internet Banking has been ranked number 1 in customer satisfaction in New Zealand and according to the latest data from Retail Market Monitor, ANZ goMoney now ranks number one in banking apps for customer satisfaction. The digital design system has been a huge success - joining teams across ANZ’s goMoney app and internet banking, reducing time spent on design, UX and development, saving money for the bank and allowing us to release new features faster to customers. The digital design system has become a living product within the digital banking team, which is constantly updated and evolving with each new release.