As one of New Zealand’s largest banks, Westpac naturally had an internet banking application, however, their existing IT infrastructure and processes restricted its ability to innovate. They wanted to create a web presence that allowed real-time interaction no matter how it was accessed. It was paramount that any changes to the website’s usability had to have a 100% protection of user information and the security of their transactions.
Silverstripe helped Westpac create an award-winning digital banking experience that is market-leading. It provides a scalable platform that enables banking services to be built in an agile manner that is responsive to the needs of customers.
Westpac wanted to leapfrog its competition rather than just keep pace with it. This required Silverstripe to greatly reduce the time to deliver such a complex technology project. Westpac’s goal was to produce a scalable, optimised for any device, online customer experience where verification was easy and all services were available.
The first deliverable was a Proof of Concept (PoC) – a working model and design of Westpac’s vision for a new internet banking concept. This started with smartphones as the first device to be redeveloped, and then working backward to desktop accessibility. The PoC was delivered in just two weeks. The speed and immediate value created proved that the Agile approach was going to deliver the results.
The Westpac One project was divided into small feature-led releases. This allowed software to get into the hands of users quickly, to evaluate, teste and provide feedback. As the website’s new services and products were incrementally improved, a beta version was released to select customers, and then to new groups of customers every three months.
After each release, Westpac and Silverstripe would review how the previous months’ development had gone. They would adapt their processes to improve the delivery model which meant Silverstripe could identify constraints, working with the ones not able to be changed, while removing many that could. The project grew from one stream of work in the first release, to five cross-functional teams working together on streams of work in release four.
Ours is also a relationship that is built on honesty and trust, this project required Silverstripe's world-class capability, along with their willingness to call things out.
Chief Digital Officer, Westpac
Westpac One now offers fully integrated options to apply online for accounts, loans, credit cards and term deposits. Customers can search and filter payments across accounts, using past, current and future timeframes through the site’s unique ‘Timeline’ feature.
Another indication to Westpac that its new online banking platform and its functionality is on target is the total online usage. Across all devices, usage went up nearly 30%. It shows that because accessing thier services is quicker and easier, people are using Westpac One more.
- UX & design
- Front and back end web development
- Dedicated testing resource
- Ongoing UX & UI discussions
- Project Management
- Solution Architect consultation
- Programme Management
- Account Management
- Managed cloud hosting
- 24/7 New Zealand-based support