Westpac UX Research

While I was employed as a UX consultant at Symplicit, I was contracted for two research projects at Westpac. One was to explore a specific issue with Business banking customer engagement and the other was a more general survey of customer sentiment to credit cards and debt management.

Business Banking: 10 internal and external stakeholder interviews and research synthesis
Credit Cards: 10 internal and external stakeholder interviews and research synthesis

Project Summaries

Business Banking

This research project was commissioned by Westpac to investigate the customer engagement issues with their Business Banking products.

“A large proportion of business banking customers open their accounts but do not subsequently use them…”

Qualitative research was undertaken with 10 business banking customers, and multiple stakeholders from bank branch and call centre staff. The output was a comprehensive project report with the key deliverable being a complex customer journey highlighting painpoints and opportunities. This was one of two high profile, high focus research pieces completed for Westpac.

Credit Cards

This research project was commissioned by Westpac to investigate customer feedback on Credit Cards and overdraught usage.

“Today, 1.9 million Australians are struggling with credit card debts. The average Australian credit card debt is more than $3,000.”

Qualitative research was undertaken to pinpoint opportunities to improve customer experience with credit and overdraught usage. The focus of the work was on the credit card product proposition and customer sentiment. I interviewed 10 credit card customers and a range of Westpac internal stakeholders. I produced a customer journey map highlighting customer painpoints and a range of strategies that would mitigate the friction points.