Author: James Earnshaw

Transforming back of house to unlock real customer outcomes

James Earnshaw

Project: Design Lead, Banker Portal Initiative
(Financial Services, ubank)

Challenge: Bankers at ubank, crucial for assisted home loan applications, faced significant inefficiencies due to fragmented tools, lack of visibility into customer data, and inconsistent processes. This led to lower conversion rates from leads to application submissions, reduced application quality, and increased manual effort for both bankers and underwriters. The project aimed to empower bankers with an intuitive digital experience to drive higher conversion and approval rates, improve efficiency, and enhance compliance.

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Scaling Digital Transactions and Enhancing User Experience at Telstra Enterprise

James Earnshaw
Telstra Connect North Star

As the Design Lead of a transformative initiative at Telstra Enterprise, driving a significant overhaul of their digital platform. Leading a multidisciplinary team of professionals across UX, UI, content, and research, I was pivotal in scaling digital transactions from 12% to 43% and growing active customers from 6,000 to over 13,800 within two years. My approach centred around a solid North Star vision and innovative design chapter methodologies, resulting in a marked increase in customer satisfaction and a substantial shift in the service model. This case study details the strategies and achievements that defined this successful project, highlighting my leadership, strategic vision, and commitment to user-centric design.

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Leading the Evolution of Customer Self-Service Platforms

James Earnshaw

As the UX Design Lead for the My Telstra App, I spearheaded the transformation of customer self-service platforms, driving innovation and user-centric design for millions of users. From leading a talented team of designers to establishing robust design processes, my strategic and collaborative approach resulted in significant user growth and enhanced digital experiences. This case study delves into my journey, showcasing the impact of my leadership on the successful launch and continuous evolution of the MyTelstra app. This critical project exemplifies my commitment to excellence in user experience design.

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deliver a simple experience for banking customers: from ideas to delivery

James Earnshaw

I was engaged by the Westpac GEL team to support the Re-Imagined Banking project known as Simple. It was entering the second phase and the GEL team wanted a systems design focus on the governance of CX. The team needed to ensure the established GEL principles were being adhered to and that strategic goals of production efficiency; multi-brand; and accessibility were delivered.
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origination journey: getting it right first time

James Earnshaw
Digital solution for quoting and onboarding car loans. RAC is the automotive insurer for West Australian motorists. RAC Motoring was a long time client and had undergone a major redesign that I had led. As a result of this redesign, RAC Finance wished to align their brand to the new design and improve conversion from quotes to completed applications. Continue reading “origination journey: getting it right first time” →

interactive PDF viewing experiences

James Earnshaw

Republicast – Interactive PDF viewing

As the design consultant for Computershare Communications Services (CCS) I was responsible for managing one of its vendors for the Computershare Investor Services (CIS) suit of tools. CIS has many tools and products in the market for investors to use for a range of activities from help with listing companies, manage registries, delivering corporate actions, managing employee equity plans or managing meetings and votes. Continue reading “interactive PDF viewing experiences” →