In line with ANZ’s vision for their ‘Digital Branch of the Future’, we centralised all data entered to obtain a single view - the Customer Hub - generating insights for bankers to offer the right services based on each customers’ unique situation.

We utilised a customer-centred approach through an extensive design process over the span of two years.

Contextual inquiries, Personas, Experience Principles

We identified challenges between bankers and customers including: difficulty in learning current systems, speed of application process, re-entering of data multiple times and incorrect information.

To document and extend our understanding we created a set of personas and Experience Design Principles.

Nonlinear Model

Rather than a linear system that forces bankers down a certain path, we crafted a model enabling the often fragmented nature of conversations.

Design framework & system interface

We grounded the design in a conceptual framework, enabling us to focus on and differentiate interactions, emotions and behavior.

Emotive utility

Conversations in branch are prompted by important life events. Banker Desktop is designed with this in mind, complementing the sensitive nature of discussions and executed through inspiring content that inspires progress.

Micro-interactions

Micro-interactions shape the detail of the design. They are self-contained product moments that perform a single task. With various levels of urgency, we use alerts and notifications to surface important tasks and messages.

Pattern library

A systematic design approach of common and reusable elements which enable the platform to evolve over time. It enables broad updates across the interface, such as modifying a single button on every screen across the branch network, contact centres and digital channels such as anz.com.

Shared screen design

Designing a shared screen requires a distinctive interface. Images need to be bolder and type larger, drawing the customer into the screen.