Delivered 12-month roadmap to uplift ANZ’s digital employee experience
Date
Fy24
Problem
ANZ’s 52,000 employees across 34 countries were struggling to navigate a fragmented digital ecosystem, marked by outdated content, broken links, disjointed platforms, and poor system governance. This inefficiency led to reduced employee engagement, duplicated effort, and delays in accessing critical resources—contributing to significant productivity loss and increased operational friction. The experience gaps also impacted internal satisfaction, limited the effectiveness of digital tools, and hampered the bank’s ability to deliver a consistent employee experience at scale.
Approach
As the Senior UX Designer, I worked closely with Deloitte Digital’s Human Capital and Design teams, embedded alongside ANZ’s ‘Elevate’ group, to help unpack and address the complexity of their internal digital ecosystem. Over five weeks, I played a key role in conducting 16 interviews with Product Owners and facilitating 10 co-design and validation workshops to surface key pain points and behavioural patterns. I led the synthesis of insights to form UX, Content and Governance recommendations, connecting systemic issues across people, process and technology. To support decision-making, I designed a custom UX feature prioritisation framework—mapping Solution Clarity against Impact—to help the team focus efforts where they could create the most meaningful uplift to the employee experience.
Value delivered
Our work resulted in a strategic and actionable 12-month roadmap to uplift ANZ’s digital employee experience. We delivered a comprehensive current-state assessment of 9 key platforms, exposing issues like overlapping strategic direction, redundant UX functionality, and inconsistent governance structures. These findings informed a set of prioritised recommendations—ranging from technical enhancements to behaviour-change initiatives—with indicative resourcing and timelines. The custom prioritisation framework gave ANZ clarity on which UX improvements would yield the greatest impact with the least friction. To enable effective rollout, we also co-developed a change narrative and behavioural guide to drive adoption and alignment across the organisation. The project was met with immediate executive buy-in and positioned ANZ to deliver both near-term wins and long-term transformation.
