Crafting a New Emergency Publishing Process to Enhance Efficiency and User Experience for Internal Content Authors and ANZ Customers During Natural Disasters and Crisis Events.
As banking is essential, ANZ must quickly publish messages for customers affected by natural disasters or crises. Our review found the emergency page is always live, lacks design attention, and has a chaotic internal process. Often needed during summer breaks, the current system is ineffective and urgently needs improvement.
Situation
Before COVID, emergency pages weren’t a priority. During COVID, our team tackled all emergency processes, revealing outdated content and stakeholder challenges. We quickly identified multiple stakeholders—dot com, external communications, and ANZ customers—making it complex to balance their needs while improving the page’s clarity, usability, and overall effectiveness.
Complication
We mapped clear pathways to emergency support content on ANZ.com and gathered self-service resources for customers in crisis. A refined internal process ensures readiness, with a stakeholder list for rapid coordination. UX-designed editing guidelines empower content authors, and step-by-step protocols clarify actions when multiple emergencies occur simultaneously.
Resolution
Mapping of a new emergency strategy journey for customers on ANZ.com along with a strategy outline.
A screenshot of the Natural disaster and emergency response plan we made for internal staff which is the single source of truth document we created in Confluence.