ME Bank is owned by 29 industry super funds, including AustralianSuper, Cbus, HESTA, and HOSTPLUS.

Banking consumers are on the move. Consumers want access to competitive fees and prices, products and financial advice, and are prepared to shift banks to get them. Adding to this, customers are using a range of channels (in a self-serve model) to research, acquire and conduct their banking needs at anytime, anywhere.

This is where ME comes in. As ME does not have branches across its network, there is a real opportunity to drive a strong multi-channel digital experience for its customers

Project activities

My role was to drive the UX activities for the  first release of the multi-channel digital experiences, including native mobile app and a new website.
This required running a series of workshops with key stakeholders across various parts of the business to provide a forum and opportunity to refine the objectives for the service/product the hypothesis, requirements and success parameters. 

The next step was to understand the customer needs and problems for ME Bank existing and new customers to gain an understanding of the touch-points, needs, daily patterns, workarounds and experiences that currently occur with the business and the product offerings

- Recruited and interviewed a range of existing customers
- Conducted focus groups with staff

Mapping the customer journey to understand where services can be improved

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 to
- Dfficult to know what products or services will meet needs
- Poor digital experiences across channel