ME Bank is owned by 29 industry super funds, including AustralianSuper, Cbus, HESTA, and HOSTPLUS.

Banking consumers are on the move. Consumers want access to competitive fees and prices, products and financial advice, and are prepared to shift banks to get them. Adding to this, customers are using a range of channels (in a self-serve model) to research, acquire and conduct their banking needs at anytime, anywhere.

This is where ME comes in. As ME does not have branches across its network, there is a real opportunity to drive a strong multi-channel digital experience for its customers

The Activities

My role in a small Agile team of 3 was to drive the range of UX activities for the first release of the multi-channel digital experiences, including native mobile app and a new website.

Mapping_being (1).gif — Task mapping

Understanding the Banks existing and new customers to gain an understanding of the experiences that currently occur in peoples lives
- **touch-points**

**needs**, **daily patterns**, **workarounds**

Service journey

Tracking the touch-points and needs as well as **pain points** of the customer, helps to identify areas within the business that could ensure new opportunities.

The **pathways to ‘self-serve” are not obvious** or easy to get
Dfficult to know **what products or services will meet my needs,** Poor digital experiences **across channels**

Screen Shot 2017-12-10 at 12.46.13 pm.png — Persona

Develop a small set of persona that each department could use to understand who the customers when looking at new business opportunities

Sketching

- Sketch
- Wireframes: Axure, Blueprint
- Interaction task flow
- Prototype design & development

Screen Shot 2017-12-10 at 1.05.53 pm.png — Supports formal and informal goal setting

Based on your financial data today, goal planning will give you a simple way to visually see & experiment with the goal, we can show you how much you have spare, as well as multiple goals