ONBOARDING JOURNEY
ANZ, 2017 - 2022
ANZ account creation was previously done through a branch visit or a manual web form. As mobile banking rapidly became the customer preference, we needed to reimagine the experience for mobile.
I was responsible for designing the end-to-end journey that would enable customers to open an account in under five minutes remotely.
Rebuilt onboarding from the ground up, streamlining screens into mobile-first flows designed for scalability and consistent navigation across future products.
Card colour selection is a popular personalisation feature. To enhance delight, the screen was made interactive with the card tilting in response to phone movement using the accelerometer.
This is the animation shown during account creation after submission. The onboarding journey enabled 200+ accounts to be opened daily through the app and reduced cost to serve by 60%
After account creation, customers are prompted to set a savings goal to build better habits or add their card to Apple Pay for easy access.
THE TEAM
Value Stream Lead:
Ben Anderson
Product Owner:
Rian Chapman
Analysts:
Nam Cao, Chathu Gunawardena, Vaibhav Gupta
Engineers:
Navdeep Singh, James Leonard, Kaixuan Ni, Chris Li, Joseph Granieri, David Jiminez, Gary Guevarra
Product Design:
Jessie Lai