Experience Requirements | Compliance by Design

Problem:

The lending experience at Westpac was fragmented across different customer types (Consumer, Business, Corporate, and Agri), leading to inefficiencies, compliance challenges, and subpar customer experiences.

Bankers were burdened with legacy manual processes and insufficient integration between systems, resulting in inconsistent service and increased operational risks.

Approach:

- Discovery & Ideation:

Conducted six weeks of workshops and research, engaging bankers from key sectors (CBW, IBB, and TCO) to co-design future-state journeys.

- Analyzed current-state experience maps, service blueprints, and business requirements.

- Validated front- and backstage actions to align processes across platforms, people, and practices.

- Compliance by Design:

- Identified and integrated compliance obligations within the borrowing journey to design secure, customer-friendly experiences.

- Experience Architecture:

- Designed a unified journey structure encompassing application, approval to settlement, and post-settlement processes.

- Focused on human and digital channel uplifts tailored to customer needs.

Outputs

1. Future State Journey Maps:

- Comprehensive maps detailing the ideal borrowing experience for customers, supported by digital and human channels.

2. Experience Requirements:

- Clear, actionable requirements to guide interface and service design.

3. Compliance Mapping:

- Translated complex regulatory obligations into understandable customer-focused actions.

4. Strategic Frameworks:

- Platforms, People, and Practices defined to drive consistent and compliant experiences across lending.

Impact:

- Streamlined the lending journey, reducing manual processes and operational inefficiencies.

- Improved compliance integration, saving costs and mitigating risks associated with non-compliance.