3.9M → 5M
app users, Mar 2020 to Jun 2022
One app, one direction
Giving a squad-by-squad, tech-led rebuild one design direction, then re-scoping a slipping launch so the new MyTelstra app shipped to millions of customers.
Telco · Consumer
What changed, and by how much.
Every project here started with a number that was wrong. This is what moved, and how.
11% → 85%
unconditional approvals, 4 weeks after launch vs 12 months on
From 11% to 85% approved
A newly launched home loan application was approving 11% of applicants. Twelve months of squad-based improvement, aimed at the three places applicants were lost, took it to 85%.
Banking · Home lending
12% → 43%
of transactions provisioned digitally, in two years
From negative NPS to self-serve
An 18-month roadmap and a North Star vision that turned an unloved enterprise portal into the main channel for provisioning.
Telco · Enterprise B2B
40% → 5%
target for called-in applications bankers have to take over and restart
Guide them, don’t take over
Bankers were restarting up to 40% of the self-serve applications customers called about. After a stop-start year and a top-down pivot that didn’t land, a shared design system let Loan Assist ship in the CRM anyway.
Banking · Colleague tools
password protected
Making tax reporting trustworthy
Shared privately at the client’s request. Get in touch for the password.
password protectedWealth management · Investment platform
6 mo
to rebuild Bank of Melbourne’s site, vs 2 years for St.George
Re-imagined banking, governed by design
Keeping CX intent and the GEL design system intact while a multi-brand bank website was rebuilt at speed.
Banking
7,000
rows of contact data analysed by category
Help me to help you
Rebuilding nbn’s generic contact form as a guided flow that lets people help themselves, and sends people who really need help straight to the right resolver group.
Telco · Infrastructure
3
customer questions behind every visual: Where am I? Am I on track? Show me how.
Making savings visible
Using design sprints and moderated testing to find the data visualisations and nudges that help customers reach a savings goal.
Banking
Getting it right first time
A mobile-first car loan quote and application journey, aimed at turning more quotes into completed applications.
Insurance · Lending
4
roles in one portal: employers, funds, SMSFs and eRollovers
First-to-market clearing house
Taking a loose proof of concept to a market-leading white-label SuperStream portal, delivered with an offshore development team.
Superannuation · Fintech
0
time lost to the business during the upgrade
Interactive PDF, made mobile
Taking a secure shareholder document viewer responsive, by leading the vendor from requirements through to launch.
Fintech · Investor relations
Messaging with a backbone
Closing the gaps in enterprise customer journeys, and building the messaging architecture and AEM components to tell one consistent story.
Telco · Marketing