Finance One
Client
Commonwealth Bank of Australia
Industry
Financial Services
Services
User research, data & analytics, product strategy, usability testing, product design, agile
Year
2021-2022
Background
We're a US-based and Australian-based User Experience (UX) agency that’s spent the past 23 year dedicated to high-performance, enterprise-ready CMS websites built in Umbraco, Optimizely and custom software.
Today, we’re augmenting this expertise by combining AI-powered functionality with traditional elements of CMS and DXP, such as UX, CRO, personalisation, multisite content management, complex API integrations and digital marketing strategy.
From AI agents to NLP tools and hyper-personalisation, we help our clients bring AI into their business and build practical solutions that make a real difference. Our expert team includes UX specialists, designers, developers, DevOps engineers, QA testers and project managers, all working collaboratively with you to deliver exceptional results with a solid focus on your business goals.
Approach
This engagement was delivered over two phases, discovery (1) and delivery (2). Mixed-methods research guided decision making during the discovery phase. Our approach entailed qualitative activities including 1:1 broker interviews, heuristic evaluation and landscape review, card sorting, prototyping, and moderated user testing. Quantitative activities included analysis of data & analytics and call centre logs, top task analysis, tree testing and UEQ (User Experience Questionnaire) benchmarking.
The first phase (8-weeks in duration) enabled validation of key assumptions, establishment of an intuitive information architecture (IA), and informed the roadmap and product goals for the first release, which included:
Introduce self-serve functionality for key tasks.
Improve discoverability of key features.
Design more intuitive interactions and reduce the time to complete tasks.
The delivery phase (18-months duration) entailed detailed design and development. This phase was a collaboration between Symplicit, HCLTech and CommBank, who formed cross-functional agile teams responsible for designing and delivering features.
To enable multiple squads to work in tandem, Symplicit and CommBank established a design system. The design system evolved throughout the duration of the engagement to meet the complex nature of the tasks the system needed to fulfil. To ensure the redesign was easy to learn and use, we conducted ongoing user testing, this enabled design iteration to take place and avoidance of technical debt.
Impact
We're a US-based and Australian-based User Experience (UX) agency that’s spent the past 23 year dedicated to high-performance, enterprise-ready CMS websites built in Umbraco, Optimizely and custom software.
Today, we’re augmenting this expertise by combining AI-powered functionality with traditional elements of CMS and DXP, such as UX, CRO, personalisation, multisite content management, complex API integrations and digital marketing strategy.
From AI agents to NLP tools and hyper-personalisation, we help our clients bring AI into their business and build practical solutions that make a real difference. Our expert team includes UX specialists, designers, developers, DevOps engineers, QA testers and project managers, all working collaboratively with you to deliver exceptional results with a solid focus on your business goals.
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