Westpac Opportunity Spotting
Identifying Opportunities and Testing Propositions to Better Position Westpac for New Migrants
Westpac Opportunity Spotting
Identifying Opportunities and Testing Propositions to Better Position Westpac for New Migrants
Westpac Opportunity Spotting
Identifying Opportunities and Testing Propositions to Better Position Westpac for New Migrants
Westpac Opportunity Spotting
Identifying Opportunities and Testing Propositions to Better Position Westpac for New Migrants
Westpac Opportunity Spotting
Identifying Opportunities and Testing Propositions to Better Position Westpac for New Migrants
Enhancing Westpac's Banking Experience for NeMigrants in Australia
Product
Westpac Banking Experience
Skills
Extensive User Research
Prototyping & Proposition testing
My Role
Research & Product Designer
Timeline
Delivered in 2022
Enhancing Westpac's Banking Experience for New Migrants in Australia
Product
Westpac Banking Experience
Skills
Design Strategy
UX/UI Design
Human-centred thinking
My Role
Research & Product Designer
Timeline
Delivered in 2022
Enhancing Westpac's Banking Experience for NeMigrants in Australia
Product
Westpac Banking Experience
Skills
Extensive User Research
Prototyping & Proposition testing
My Role
Research & Product Designer
Timeline
Delivered in 2022
Enhancing Westpac's Banking Experience for NeMigrants in Australia
Product
Westpac Banking Experience
Skills
Extensive User Research
Prototyping & Proposition testing
My Role
Research & Product Designer
Timeline
Delivered in 2022
International professionals moving to Australia often feel overwhelmed by the transition and need to find a bank that meets their needs. However, they are often unsure which bank to choose, as many offer similar incentives.
Context & Opportunity
As Australia’s borders reopened, there was a significant influx of migrants, highlighting the importance of this project. This shift created a unique opportunity for Westpac to strengthen relationships with new arrivals and support them as they settle into life in Australia.
To better understand this group's needs, we conducted extensive research across various geographic backgrounds, gathering insights through interviews and surveys. By synthesising this data, we identified trends and common challenges shared by new arrivals. These insights helped us develop personas and journey maps that accurately reflected their experiences and needs.
International professionals moving to Australia often feel overwhelmed by the transition and need to find a bank that meets their needs. However, they are often unsure which bank to choose, as many offer similar incentives.
Context & Opportunity
As Australia’s borders reopened, there was a significant influx of migrants, highlighting the importance of this project. This shift created a unique opportunity for Westpac to strengthen relationships with new arrivals and support them as they settle into life in Australia.
To better understand this group's needs, we conducted extensive research across various geographic backgrounds, gathering insights through interviews and surveys. By synthesising this data, we identified trends and common challenges shared by new arrivals. These insights helped us develop personas and journey maps that accurately reflected their experiences and needs.
Outcomes
Building on our research findings, we developed solutions tailored to address the identified pain points and uncover new opportunities. Each concept was designed to enhance different stages of the customer journey, from initial engagement to ongoing benefits and long-term retention.
We conducted rigorous concept testing to validate our ideas, ensuring they were robust and actionable for Westpac’s strategic backlog moving into the next financial year. Some of our proposed solutions, grounded in user insights, include:
Terminology Language Guide: A comprehensive guide to help migrants navigate the Australian banking system, available both digitally and in print upon their arrival.
Get Started Package: A bundle of discounts and deals to assist migrants in settling into Australia, featuring offerings such as a travel card, discounted phone plans, and vouchers for services like Uber Eats and Easi.
Enhanced Chat Feature: A new chat functionality that allows migrants to easily connect with customer service representatives, providing a convenient alternative to traditional phone support.
These solutions are designed to provide immediate support to new migrants, facilitating a smoother transition and fostering long-term loyalty to Westpac.
Outcomes
Building on our research findings, we developed solutions tailored to address the identified pain points and uncover new opportunities. Each concept was designed to enhance different stages of the customer journey, from initial engagement to ongoing benefits and long-term retention.
We conducted rigorous concept testing to validate our ideas, ensuring they were robust and actionable for Westpac’s strategic backlog moving into the next financial year. Some of our proposed solutions, grounded in user insights, include:
Terminology Language Guide: A comprehensive guide to help migrants navigate the Australian banking system, available both digitally and in print upon their arrival.
Get Started Package: A bundle of discounts and deals to assist migrants in settling into Australia, featuring offerings such as a travel card, discounted phone plans, and vouchers for services like Uber Eats and Easi.
Enhanced Chat Feature: A new chat functionality that allows migrants to easily connect with customer service representatives, providing a convenient alternative to traditional phone support.
These solutions are designed to provide immediate support to new migrants, facilitating a smoother transition and fostering long-term loyalty to Westpac.
