Transforming ANZ’s Customer Service with Banker Workbench
ANZ
Overview
ANZ Bank partnered with us to create Banker Workbench, a unified system designed to empower over 5,000 frontline staff to deliver faster, more personalised customer service by simplifying and consolidating their internal tools into a single, coherent platform.
The Challenge
ANZ’s frontline customer service staff handle a broad range of queries daily, from account management to providing advice on products and services. However, their existing customer service platform was fragmented and complex, requiring staff to juggle multiple standalone systems that didn’t communicate with each other. This inefficiency led to delays and kept customers waiting while staff worked to resolve their requests. ANZ sought a solution to streamline their platform, create a single view of the customer, and refocus their staff on delivering superior service rather than managing technology.
The Outcome
Banker Workbench has transformed ANZ’s internal tools from a technology-driven process to a human-centred design approach. The platform reduced appointment booking times from eight minutes to two minutes, saving approximately 3,000 working hours and $1.38 million in operating costs annually. It also achieved a consistent 85-90% usability (SUS), empowering ANZ staff to deliver the personalised, efficient service that has helped establish ANZ as a leader in customer satisfaction. Oh, and it won Gold at the BEST Design Awards, which further validated the work from within the Aotearoa design community.
The Approach
Collaborating closely with ANZ’s design team, we conducted customer research to identify design problems aligned with user needs and pain points. This work informed the creation of a foundational design system and a scalable experience architecture that provided consistent customer information and actions for staff. Our process included stakeholder workshops, design research, user testing sessions, interaction design validation, visual design, front-end development, and rapid prototyping. The first release of Banker Workbench introduced a simplified, coherent system that enables customer service staff to manage higher volumes of requests more efficiently, while also offering a unified view of the customer with standardised actions, simplified navigation, and faster access to key customer information.
– UX Category
This work is an example of design leading to a paradigm shift in the way bank staff operate. The project demonstrates the value of involving users in the design process and helped ANZ simplify the platform, create a single view of the customer and importantly shift staff focus off the technology and back onto delivering a more engaging service experience for customers.””
– Judge’s Comment, BEST Design Awards
