Saved ANZ Bank ~$2.4m/year
Redesigned the search experience for bankers looking for payments across ANZ bank. Led the design of this new search tool. This included initial discovery user research, prioritization, interaction design, prototyping, and user testing.
Brief
I was working with a small group of developers and a product owner when my manager introduced the problem to us.
A lot of people inside the bank needed to search for payments, with reasons ranging from missing payments to money laundering and compliance.
He showed us the current way people were searching for payments. It was an old tool that was no longer being actively improved and developed. Searches were difficult to do, and the results took over a minute to load.
Approach
I interviewed SMEs to understand more about the existing tool, its history, and how it was used. Working with the Product Owner we defined project goals and success metrics.
I met with some people who were using the prior search tool, this allowed me to better understand the context in which people were searching for payments. Wanting to gain a broader perspective, my manager and I were able to spend the day at one of the main call centres in Melbourne. As we sat with the staff there, we listened in to the calls they handled and watched them use the old legacy systems. They had to use a patchwork of different systems while answering a whole range of different customer queries.
Solution
Working with the different stakeholders, I ran an ideation workshop. I used this as an opportunity to share some of the insights I had learned from my research, and involve others in the design process. From the workshop, we were able to narrow down to the most promising idea.
The Product Owner was nervous because the proposed design was so different compared to the prior system.
I started by talking with the developers, I felt that if I could get their support it would go a long way to gaining the support of my PO. I asked them if they could see any challenges in development, and we also spent time estimating the effort involved to build it. The developers didn’t see any challenges with the idea. I was happy to have the developers' support and shared my findings with my PO. She was happy that I’d checked with the developers and gave us the green light to proceed.
Knowing how different this design would be, I created a prototype in Figma so that we could test the idea. I ran a usability test with our users. My team waited with bated breath to hear the results. During our daily scrum the following day, I shared the results, it tested well. People completed the test tasks successfully and in less time.
Result
Find My Payment is now being rolled out to the ANZ call centres and branches.
