Westpac Live Optimisation

Currently I work on the Westpac Live release train working on enhancing and optimising the customer journey on both the desktop Westpac Live Online Banking site and the Westpac Live mobile banking application. Over the course of my time at Westpac Live, I have helped implement and design a number of changes and optimisations that resulted in gains in both NPS, increased business performance and achieving goals not thought possible

 
 
 

Green Credit Highlights

Goal

To allow customers to scan their transactions and quickly identify credit transactions and transactions made on a certain date.

Lessons & Success

  • The green credit highlight was a major success for customers, many customers wrote in thanking the team and many posted about their happiness over the change on social media.

  • Day of the week was less noticed, however via testing we found customers on average were able to identify transactions 10% faster, saving customers valuable time.


 

Favourite Payments

Goal

Provide customers with a faster way to make payments to regular contacts. Customers would be able to save up to 6 payments to a list found on the dashboard for quick access next time.

Hurdles & Challenges

How do we allow customers to quickly access these payments without slowing down an already existing overloaded & slow page? What are the limits, abilities & functionality of a brand new payments system. How do we manage this new feature without disrupting the primary function of making a payment?

Success & Response

Customers immediately began saving payments to their favourite payments, with many filling their 6 slots within days. We have seen a large uptake of this feature showing it’s need and validity for customers.


 

Credit Card Payment Optimisation

Goal

To help customers make the regular process of paying their CC each month easier, faster and more understandable. We were to achieve this through clearly stating the payment obligations to customers, and allowing them to one tap enter the flow to pay their CC.

Hurdles & Challenges

Information & service calls to provide customers with data on their CC is slow, unreliable and heavy to process. We had to work deeply with the developers to understand the technical constraints whilst working to provide a simple customer experience that worked every time.

Success & Response

Customers have commented how much they love the new easy way to pay their CC right from the dashboard as well as being able to find out more information relating to their CC payment due date, amount and other information.