CBA was finding business customers were sticking to over-the-counter cash deposits and not utilising automated options.
Using customer research I discovered why business customers had a preference for over-the-counter cash deposits; realising the role of the bank in that preference; and I co-designed with customers a better solution that gave the customer control and reduced expensive and time-consuming errors. Prototyping and testing a new solution which is now in the CBA digital banking solution and on all CBA deposit machines.
Despite everyone's assumptions about a mobile app and an NFC deposit, my research demonstrated that store managers would not be able to have or use a mobile app, and a QR-code system would provide account departments with the control they needed and enough flexibility to deliver the process into their own context.
This work was presented to the Group head of retail banking (Matt Comyn).
