CBA’s ability to accelerate its speed to market with product delivery is due to its ability to mobilize people from across the business providing open engagement, participation and representation from different teams, which have embraced customer experience at its centre..
THE CHALLENGE
As an Experience Designer for Commonwealth Bank of Australia in Sydney. My role was to design a range of initiatives, across a number of channels and devices. My focus was on a range of projects in the area of mobile using hypothesis driven design thinking as well as cognitive bias to understand and solve core customer problems in the area of financial well-being. In particular, the award winning Commbank Property app as well as the hugely successful Better Bill Experience and various self-servicing initiatives for Commbank app customers
Affordability & Property Search
BETTER BILL EXPERIENCE
Tracking the touch-points and needs as well as pain points of the customer, helps to identify areas within the business that could ensure new opportunities.
The pathways to ‘self-serve” are not obvious or easy to get
Dfficult to know what products or services will meet my needs, Poor digital experiences across channels