Westpac
Westpac Group is one of the four major banking organisations in Australia and one of the largest banks in New Zealand. Westpac Group provides a broad range of banking and financial services and comprises of five key divisions which operate a portfolio of brands including Westpac, St. George, Bank of Melbourne, BankSA and RAMS.
Contribution
Customer research & UX review
Team
Kirsty Robinson, Anna-Marie Tolic, Meg McIntyre
Consultancy
Deloitte Digital
Year
2017
The challenge
Motivate is Westpac’s approach to performance, development and rewards. It aims to lift the performance of the Group by encouraging and supporting employees to be the best they can be. Underpinned by the growth mindset and centred on a behaviours first approach, Motivate reinforces that how you deliver is just as important as what you deliver.
Recent feedback from employees and people leaders who have participated in the pilot program has pointed to mixed success, with feedback largely centred around the interactions employees have with the online platform. Deloitte Digital was engaged to conduct an independent review of how the Motivate platform and framework was being received.
The approach
Working closely with Deloitte’s Human Capital team, our research approach was broken down into 3 stages over the 3 week period.
- Understand the Motivate framework, including business context, user needs, emotions, goals and discerning unmet needs
- Observe user interactions and assess the technical and functional capabilities of the Motivate platform which was built upon Oracle
- Synthesise research and define key insights to inform recommendations for the next stage of the platform
Heuristic evaluation
We kicked off by conducting a heuristic evaluation of the platform, in order to identify key usability issues. I was involved in conducting user interviews with employees and people leaders from across the Westpac Group, with the aim of understanding how people were integrating the framework steps into their regular operating rhythm.
Co-creation & interviews
Kirsty and I conducted two co-creation workshops which provided employees and people leaders with a structured forum to uncover the key barriers to adoption and ways we can better support them. These workshops involved empathy mapping, brainstorming and prototyping.
I conducted a series of one-on-one user testing sessions to understand how users interact with the platform in order to complete the steps in the framework, and whether the platform aligned to the framework. This research was synthesised through the process of affinity mapping, allowing our team to draw out key themes and insights, which was detailed in a report.
Low-fidelity wireframes
I drafted low-fidelity wireframes which allowed our Oracle specialists to conduct a technical investigation to determine what usability issues raised could be improved with the following releases of the Oracle platform.
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