Modernising the Credit Card application process
Westpac is one of Australia's oldest financial institutions, services 9 million customers across the country. Despite its long-standing reputation, the organisation faced challenges with outdated legacy infrastructure, particularly in its lending practices. The credit card application process was notably slow and inefficient, burdened by numerous manual tasks and laborious data entry. This not only prolonged the application process, taking up to 5 days to complete and process, but also led to an overall unsatisfactory customer experience. To address these issues, Westpac approached Deloitte for assistance in modernising and streamlining the credit card application process, with the objective of reducing the application time from 5 days to just 5 minutes.
In the discovery phase, we facilitated workshops and knowledge transfer sessions to gather crucial insights. This included conducting current state journey mapping, competitor analysis, and collating various artefacts to inform our design strategy. These activities allowed us to comprehensively understand user needs, business requirements, and customer pain points.
Moving into the design and ideation phase, we held a series of brainstorming workshops to map out high-level flows and develop low-fidelity designs. This iterative process ensured that our concepts were closely aligned with user needs and business goals. By continuously refining our designs, we aimed to create a seamless and intuitive application experience.
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Bendigo Bank: Empowering users in their Home Loan journey
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R.M. Williams: Enhancing product discovery on the homepage
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