Creating a New Digital Self-Service Experience to Provide Urgent Support Across All Products for ANZ Customers During the COVID Crisis as an Essential Service.
During COVID, we created a full COVID hub to help ANZ customers digitally self-service for any product. With lockdowns and financial crises, we supported users by providing clear pathways to assistance, from self-service tools to call centres and forms, ensuring urgent support was accessible across all ANZ products.
Situation
The challenge was working from home while managing our own struggles. It was a complex time, and we had to move fast as call centre volumes soared and wait times skyrocketed. I was brought in to support all products, quickly learning the business structure to ensure effective digital solutions.
Complication
To solve this, I supported persona work to understand customer needs, rapidly wireframed user journeys, mapped support options, and helped users self-identify pathways. I ran workshops with stakeholders to refine touchpoints and ensure the COVID hub adapted to Australia’s rapidly changing political and banking climate amid lockdowns and service updates.
Resolution
Covid Personas and clusters I used of which ANZ had created.
COVID hub wireframes to show navigation and user need hierarchy
User flow and relief offerings for users coming to ANZ.com for financial hardship relief during COVID.
Workshop for the COVID hub placements with stakeholders to gather insights into different support requirements we need to offer on ANZ.com