Here is a sample of some of the many exciting and innovative projects we have been involved with. Use the table below to quickly find the most relevant case study business or scroll down to browse all the case studies.

Entity

Industry

Services Provided

ANZ Bank Business Banking
  • Customer research
  • Stakeholder research
  • Mental Model
  • Mentoring
ANZ Bank Retail Banking
  • Customer research
  • Stakeholder research
  • Mental Model
  • Mentoring
Commonwealth Bank Banking
  • Customer research
  • Stakeholder research
  • Online services framework
  • Knowledge transfer
Forest and Wood Products Industry group
  • Stakeholder research
  • Vendor research
  • Project review
  • Strategy development
  • Mentoring
E.L. & C. Baillieu Stockbroking
  • Customer research
  • Stakeholder research
  • Data integration
  • Client portal
IOOF Retail investment
  • Data integration
  • Client portal
  • Advisor portal
  • Workflow integration
Leveraged Equities Banking - Investment Finance
  • Strategy review
  • Budget validation
  • Strategy recommendations
NSW Roads and Maritime Services Government agency
  • Strategy review
  • Budget validation
  • Strategy recommendations
Wilson HTM Group Retail investment
  • Data aggregation

ANZ - Business Banking

The Business Banking group had commenced a major Online initiative, engaging with a range of internal and external stakeholders to establish a framework of how this business sector customer engaged with the bank. The outcome was to verify the project priorities, identify areas of greatest return and develop an over-riding representation of how customers engaged with the bank to help align the project across the many stakeholder groups.

Deliverables:

  • Customer engagement model which identifed how the various research groups fitted into the Bank's and the business unit's traditional customer segmentation models
  • Business Banking Customer Mental Model which identifed how customers engaged with business banking issues
  • Customer interviews
  • Transcripts of interviews
  • Briefing sessions and presentation to socialise and help assimilate the findings across the various internal and project stakeholders

Engagement methodology and services provided:

  • Mutually agreed project scope, timeframe, dependencies, milestones and budgets
  • Internal stakeholder interviews to establish a scheme for classifying the varying methods of customer engagement
  • External customer recruitment and interviews
  • Interview analysis
  • Mental Model development
  • Mental Model presentation and socialising
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ANZ - Retail Banking

The Retail Banking group had initiated a major Online project to engage with a range of different internal and external stakeholders. Our assignment was to establish a framework of how these retail banking customers engaged with the Bank. The outcome was required to;

  • Verify the project priorities
  • Identify areas of greatest return and
  • Develop an over-riding representation of how customers engaged with the Bank to help align the project across stakeholder groups

Deliverables:

  • Customer engagement model that established the grouping for candidate recruitment
  • Mapping of these groupings to the traditional customer segmentation and persona models used by the various business units
  • Customer interviews
  • Transcripts of interviews
  • Retail Banking Customer Mental Model which identified how customers engaged with Retail banking issues
  • Briefing sessions and presentations to socialise and help assimilate the findings across the various internal and project stakeholders

Engagement methodology:

  • Mutually agreed project scope, timeframe, dependencies, milestones and budgets
  • Internal stakeholder interviews to establish a scheme for classifying the varying methods of customer engagement
  • External customer recruitment and interviews
  • Interview analysis
  • Mental Model development
  • Mental Model presentation and socialising
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Commonwealth Bank - online services framework

After many years of various online offerings, the customer experience had become disjointed and overly complex. Despite the ongoing success of the online offering, the issues were getting worse not better. The Bank wanted to establish a single framework that could then be adopted by all the divisions that were providing online services. The aim was to develop a customer experience that was more cohesive and better met the needs of both the customer and the division offering the service.

Deliverables:

  • A single logical model and design framework that would span the existing and planned future service deliveries
  • Wireframes of the candidate designs for testing
  • Finished design of the chosen model
  • Online services framework manual
  • Online sevices framework style guide and templates

Engagement methodology and services provided:

  • Detailed analysis of the existing online offerings
  • Detailed interviews with the internal stakeholders
  • Detailed review of visual style guides and brand manuals
  • Review of the relevant customer research
  • Establishment of a high level information service delivery architecture
  • Wireframe designs for useability testing and stakeholder feedback
  • Final design concepts
  • Sample design implementation
  • Design propagation and mentoring services
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E.L. & C. Baillieu

In an era where listed investment brokers were being transformed by the rapid consumer push to online services, E.L. & C. Baillieu needed to find a way to satisfy this aspect of their customer demand yet maintain a point of differentiation via their full service delivery model.

Deliverables

  • Assistance with the selection and implementation of an online customer portal that featured integrated research and report delivery, alert notifications, order placement and portfolio viewing.

Engagement methodology and services provided:

  • Detailed analysis of the existing offerings
  • Detailed interviews with the internal stakeholders
  • Solution design
  • Platform selection
  • Solution implementation
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Forest and Wood Products

What started out as a highly innovative and sophisticated online service offering, had turned into a bit of a problem child. Even though the project was up and running, the client had a long list of undelivered features and other grievances. The service delivery company was complaining of moving goal posts and changing requirements. There were also other technical challenges that had to be addressed. The project was at a cross-road. Should they keep going, write off the investment to date, or find some kind of status quo?

Deliverables:

  • Future strategy for the online services
  • Assistance in securing the investment to date

Engagement methodology and services provided:

  • Mutually agreed project scope, timeframe, dependencies, milestones and budgets
  • Stakeholder review
  • Detailed project review
  • Technology review
  • Workshop facilitation
  • External supplier engagement
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IOOF

With an internally developed customer and advisor facing portal already in operation, IOOF needed to add product ordering, process tracking and investment performance data as well as providing a way of tracking the application workflow and providing feedback to the advisor network. The cost and timeframes for adding this facility on the existing platform were prohibitive so an alternative solution was sought. The eventual project was delivered in record time and comprised a 3rd party solution seamlessly integrated into the original offering via a single sign-on facility and a new internal workflow management and notification system.

Deliverables:

  • Assistance with the selection and implementation of an online customer portal that featured integrated research and report delivery, alert notifications, order placement and portfolio viewing
    • System integrationn strategy
    • Data aggregation strategy
    • Solution design

Engagement methodology and services provided:

  • Detailed analysis of the existing offerings
  • Detailed interviews with the internal stakeholders
  • Solution design
  • Solution implementation
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Leveraged Equities

The data capture requirements needed to apply for margin lending products are notoriously complex, particularly when the application can be a sophisticated corporate entity or a trust structure. The existing process was complex and lengthy and typically required the application to be re-processed numerous times due to the data provided not matching complex business rules. The eventual solution included an adaptive data capture form featuring a comprehensive triage process, reuse of previously entered data and the automatic generation of legally compliant application forms. Data captured from the front end process was fed into the existing back office system and used as the basis for a newly implemented workflow system.

Deliverables:

  • Solution architecture
  • Detailed requirements documents
  • Business rules in a form that could be digested by the technical development staff
  • Process workflows and documentation
  • Implementation support
  • Internal stakeholder mentoring

Engagement methodology and services provided

  • Stakeholder workshop and facilitation
  • Requirements reviews
  • Detailed specification walk throughs
  • Project governance meetings
  • Implementation support
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NSW Roads and Maritime Services

With a code base nearly 25 years old controlling a complex real time system that comprised many hundreds of thousands of lines of code and an environment of rapidly evolving hardware components, decisions on how to proceed with future investments in product development needed to be carefully considered. With multiple options on the table as to how best ensure the viability of this critical piece of infrastructure, NSW Roads and Maritime Services were at a strategic cross-road. All the options required major investment and there were many vested political, commercial and reputation interests at stake. A high level review of the options was required to provide direction to the executive committee on the best way of proceeding and the likely budget requirement of the preferred option.

Deliverables:

  • Option review and recommendations
  • Initial high level budget estimates
  • Review framework

Engagement methodology and services provided:

  • Interviews with project consultants
  • Review of existing reports
  • High level quantitative assessment of the re-development task
  • Report and recommendations
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Wilson HTM Group

As a diverse financial services provider, this organisation had customer data sprinkled through a variety of systems. Meeting the statutory obligations was time consuming and costly. It was also difficult and inefficient to create a single view of the customer and for the customer to gain a single view of their investment footprint. A solution was required that enabled the automated assembly of the customers on a daily basis to facilitate the statutory reporting obligations as well as form the basis of future product and service delivery.

Deliverables:

  • Solution architecture
  • Master programme schedule
  • Data integration methodology
  • Data cleansing methodology
  • Project co-ordination services

Engagement methodology and services provided:

  • Stakeholder workshop and facilitation
  • Requirements reviews
  • Detailed specification walk throughs
  • Project governance meetings
  • Implementation support
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