For years, ANZ customers had often given up on the process of transferring money from one country to another because it was just too hard.
So we had to really get our thinking caps on when the bank wanted to introduce international money transfers to its goMoney banking app.
Because IMTs were already part of internet banking, we used this as a basis to understand what customers were doing, which stages they weren’t able to complete, and why transactions failed. We then conducted competitor research to see what others were doing and define industry-standard terminology.
A user flow and wireframes were then created for testing with mobile customers. For ANZ, observing customers using the prototype, and, indicating their likeliness of using it was a real eye-opener. It became clear that pricing and transparency played a large part in the overall buying decision and customer experience.
Setting up a flexible design process made it easier for ANZ to articulate its decisions and make tweaks along the way. Following testing, fees were lowered and made more transparent.
In some cases fees were even joined together for ease of use, helping the bank meet its objective of increasing the number of successfully completed IMTs online.