Lead designer - Digital CX
November 2010 - January 2013
I loved my time at ANZ. There's something rewarding knowing you're helping consumers engage with heir finances, especially in innovation projects. Unlike a lot of other industries, optimizing the user experience in financial services has a lot of consumer value. 
Foreign Exchange Calculator 
ANZ's most used online function with over 1 million hits a day, and what turned out to be the highest rated design ever usability tested at the company.  
The head of Digital Marketing approached me about leading the re-design. Looking at the data, I saw strong numbers on tablet. Being 2012, device and browser capabilities were opening up on the mobile web so I saw an opportunity to recommend a 'delightful' UX for tablet that would be adapted especially for that class of viewport. The desktop design, while honoring the nascent Global Experience Language, also used a rich GUI and pushed the components, interactions and behaviors far beyond what was seen on .com at the time.
I worked almost entirely solo to lead the full design effort end-to-end from ideation all the way through to delivery, with desktop, tablet and mobile all released. 

The iPad UI was fully gestural, complete with an intro walkthrough, drag & drop functionality and swipe-able panes.

Digital Wallet and Mobile Payments
Back in 2012, mobile payments were not a thing. Financial institutions, card issuers, mobile networks, merchants & POS terminals, and legislation were all only just evolving to accommodate the emerging tech. It seems unbelievable now, but the consumer's collective mindset at the time was dominated with low trust of contactless transactions. 
I lead the design for an innovation project envisaging a digital wallet that could enable mobile payments. I undertook contextual enquiry and user testing with a prototype that was put on an Android device with a hidden NFC chip I hacked in to the device so we could actually transact at the terminal, mimicking a true mobile payment experience. Multiple rounds of testing in large numbers included testing publicly in the ANZ head office foyer in a highly publicized and celebrated event.

Studies for various interactions including naturally waking the payment mode through a title gesture and adding, editing and customising cards. 

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This service overview was used to physically bring together the various internal and external stakeholders and get the shared context and shared understanding. These abstract service level articulations that I've used at multiple times throughout my career really started with this diagram. It's a way to take highly complex and technical ecosystems and experiences with tonnes of detail, and simplify them in to a single view that can be digested by anyone. 

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High fidelity concept explorations - using some skeuomorphism - that were prototyped and tested. We were at the forefront working in parallel with Apple and it's Passbook, well before it became Apple Wallet.
Mobile Top Up
This feature was to be added to the bank's market leading and award winning app, goMoney. Users could add a mobile SIM or public transport card to view, and ultimately add funds to 'top up.' The project went all the way with a cross functional delivery team including finished designs and a roadmapped backlog, but was de-prioritised near delivery kick-off. 

Design efforts also include a full Android translation and tablet designs.

An actual candid shot in action inside the mobile payments design war room I commandeered. You can see various pieces from this page above, including the big journey map at the bottom of the pic facing inward.