Westpac Banking Corporation Case Study

Established in 1817, Westpac Banking Corporation is Australia’s first bank with revenues of over $40 billion and net profits of over $7 billion.

Challenge

Westpac wanted to differentiate itself in what was already the world’s most advanced – and invested in – digital banking market and transform the number of customers who engage digitally, including what they do and how often they do it. Of particular importance was enabling a broad range of users to become digital-only end users.

Solution

Westpac wanted to differentiate itself in the digital banking market and embarked on a multi-year program built on a digital banking platform from Fiserv. The bank worked with Fiserv to conduct extensive primary consumer research to understand consumer drivers, unmet needs and success criteria for digital banking. The bank also worked with Fiserv on a structured design process that manifested itself in unique tile-based interactions across a broad range of functionality.

The implementation was named a Celent Model Bank winner in 2015.

Proof Points

With help from Fiserv, Westpac deployed amongst others:

• Apps and browser access across mobile, tablet and traditional PC devices
• A single, integrated platform across multiple customer segments including retail, wealth and business
• User personalization through best practice Web methods and technologies
• Centralized preference and service management, such as payers/payees, roles and entitlements
• Integrated alerting and notifications
• Account aggregation from third-party financial institutions