Challenge
How can CBA develop a tool to better capture customer life goals and aspirations to assist customer service specialists with financial health check conversations and also be able to facilitate financial product and services on-demand.
Impact
Since the rollout of Financial Health Check Application across 1000 CBA branches and 12 million customers. CBA has seen a considerable improvement in servicing of customers. It has also enabled the branch customer service specialist to have better visibility of customers financial position and provide more tailored services and products.
Since the rollout of Financial Health Check Application across 1000 CBA branches and 12 million customers. CBA has seen a considerable improvement in servicing of customers. It has also enabled the branch customer service specialist to have better visibility of customers financial position and provide more tailored services and products.
Research
Exploring customer scenarios
Project sprint board
User Interaction flows
User Journey flows
Ideas on paper for solution
Solution wireframes
Design System
High fidelity prototype
Usability Testing
