OFFSET
ANZ Plus, 2024
Despite 70% of customers using offset accounts, the benefits remained unclear for many. Updating their setup required a manual request revealing both an education and usability gap.
The task was to create an offset feature that empowers users to manage their offset and compare benefits against fees easily.
Research revealed users struggled to understand offset. Distinct states were created for first-time use and when offset is off to make the feature clearer and easier to understand.
Introduced a calculation showing potential savings after the $10 fee, enabling users to make confident decisions and take control of their home loan, while also lowering cost to serve.
Designed with customer vulnerability in mind, offset savings calculations are disabled and account details masked to protect financial privacy in joint accounts.
THE TEAM
Value Stream Lead:
Gordon Rennie
Product Owners:
Chei Ear
Delivery Lead:
Paul Mizzi
Analysts:
Aaron Makin, Indhumathi Krishnamurthy
Engineers:
William Peroche, Shawn Webster, Maria La Porta, James McKay, Anh Vu, Aditya Thakar, Anton Zambzhytski, Ha Vo, Long Le, Mohamed Elbanhawi
3D & Motion:
Garett Mayow, Emily Pritchard, Nick Weller
Product Design:
Jessie Lai
Design Systems:
Sam Berriman, Julia Ghent