ANZ APPLY
Role
UX Design Manager and Agile Coach
Overview
A journey of continues discovery and design delivery, ANZ APPLY was a transformative project undertaken by GeeBee Global to streamline the complex computer acquisition process for ANZ Bank customers. The goal was to consolidate 17 disparate applications, each with its own design system, into a unified platform.
Problem

ANZ Bank Software Ecosystem

ANZ Bank has a complex computer acquisition software ecosystem for all its products, such as banking transactions, loans, investments, credit cards, insurance for the customer, business, and institutional.

Disjointed Applications

Seventeen disjointed online applications built on different technologies and disjoint design systems.

Team Dynamics

The growing team at the formation stage with some relationship conflict.
Project Overview
User Value
By focusing on user value, Teams can create products that are not only functional but also meaningful and satisfying to users.
Buiness Value

Basic information about secondary application along with primary applicant is capture in the system

  1. Reduce the number of errors while capturing information by 50%
  2. Customer feedback -more than 50% increase positive sentiment feedback

Joint accounts can be open digitally without going to branch

  1. 80% of applicants can do eKYC online
  2. 50% reduce the number visit to the branch for joint account

Reduce application complexity for the supportability /maintenance of the form. Improve the development efficiency

  1. Employee satisfaction increase by 10%
  2. Cost of development reduced by 50%

User took to right flow in the application process based on their eligibility

  1. Reduce drop off by 10%
  2. Reduce drop off rate in later part of the flow
  3. Reduce call to customer care by 5%

User taken to right flow in the application process based on their eligibility

  1. Reduce drop-off between form completion and account usage by 15%

Manage relation between primary and secondary applicant.

  1. We capture consent from both parties and verify identity on both parties to lower complaints
  2. Lower complaints about not knowing they are part of a joint account or their responsibilities of being in joint account for digitally by 70%
  3. Reduce the number of fraud
User Journey Map
This user journey map is a visual representation of a user's interaction with ANZ Apply platform. It helps to understand the customer's experience from start to finish, highlighting their thoughts, emotions, and actions along the way.
Affinity Diagram
This affinity diagram analyze customer complaints and identify recurring issues related to mobile app usability, security concerns, or account management processes. The diagram also organize and prioritize ideas in a brainstorming session using HOW MIGHT WE open-ended prompts.
User Experience Prioritization
I used Lean UX prioritization prinicples that helps teams deliver high-quality products that meet user needs and drive business success by delivering the most valuable features to users quickly and efficiently.
Hi-Fi prototype sample screens
My team created interactive prototype using Axure to provide a tangible representation of how the product will function on both desktop and mobile screens. Here is a link to the Axure prototype for you to interact with:Axure ANZ APPLY. Want to see the new ANZ account opening process in action? These example screens showcase interactive prototypes built with Axure RP. Explore the application flow firsthand at link to ANZ account opening page.