End-to-end UX for a new business banking flow, enabling SME customers to manage cash deposits digitally — removing branch dependency for thousands of business owners.
CBA found that business customers were sticking to over-the-counter cash deposits and not utilising automated options. Using customer research, I discovered why business customers preferred the over-the-counter experience — and the role the bank itself was playing in reinforcing that preference.
I co-designed with customers a better solution that gave them control and reduced expensive, time-consuming errors. The prototyped and tested solution is now embedded in CBA's digital banking platform and on all CBA deposit machines.
Despite widespread assumptions that the solution would be a mobile app with NFC deposit, my research demonstrated that store managers would not be able to use a mobile app in practice. A QR-code system provided account departments with the control they needed and enough flexibility to embed the process in their own context. This work was presented to the Group Head of Retail Banking.
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