Category: User Experience

Bank First

The challenge

Recognising its members’ evolving expectations, Bank First and NOW Digital embarked on a strategic revamp of the customer experience provided to members. As part of our long partnership with Bank First and the continuous improvement program, we uncovered that despite its strong reputation and dedication to customer service, it faced difficulties with its existing website. While functional, it was built on a traditional monolithic architecture, which limited flexibility, scalability, and the ability to deliver dynamic content efficiently.

The solution

Our deep understanding of member needs and market trends underpinned the solution, ensuring that the redesigned website would meet and exceed customer expectations. Bank First’s website overhaul takes a deeper understanding of the customer experience and utilises a headless architecture approach to deliver greater flexibility and content that can be used more efficiently across key digital channels while maintaining a consistent customer experience.

Streamlined customer experiences

Simplifying interaction ensures members navigate the website effortlessly and quickly find what they need. With intuitive navigation, clear information architecture, and seamless transitions, Bank First ensures simplicity and convenience for members and their website goals.

Enhanced flexibility and headless architecture

The headless architecture has given Bank First the flexibility to adapt and evolve its digital experiences rapidly. Content updates and feature enhancements can be deployed independently without disrupting the customer experience.

Scalability and future-readiness

Bank First positioned itself for future growth and innovation by adopting a headless approach on Contentful. The decoupled architecture provided the scalability and flexibility needed to adapt to changing market trends, emerging technologies, and evolving customer expectations.

The redevelopment of Bank First’s website using a headless architecture represented a significant milestone in the bank’s digital transformation journey. By embracing modern technologies and methodologies, Bank First enhanced its online presence and delivers members superior digital experiences.

Coles Liquor

The background

With some of the most recognisable liquor brands in Australia and as part of the commitment to right price, right place and right time, Coles needed to deliver highly targeted online experiences for their customers. The business needed to grow key performance metrics such as transaction value, frequency of purchase and customer top-of-mind awareness.

The challenge

There has never been a time in retail history where customers have had greater access to brands. Only matched by a customer’s willingness to share every experience with anyone who will listen.

Coles recognised that to differentiate themselves from the competition, a focus on showcasing their individual liquor brands (Liquorland, Vintage Cellars and First Choice Liquor Market) was key to drive brand advocacy. Essential to brand advocacy is trust, and integral to trust is ensuring the brand websites were reliable, fast, and always available.

The solution

Coles and NOW Digital undertook a review and audit of the core shopping experience to understand how customers made purchases. What part does price, delivery options and product details make in the decision-making process? How can we simplify the onboarding process? How can we further promote loyalty and member-only offer?

As an extension to the Coles internal team, we utilised our design system to develop reusable-components and built websites for all three brands under the Coles Liquor umbrella.

Highly optimised customer buying journey focused on conversion

Impactful storytelling with high quality imagery, product details and clear call-to-action for add-to-cart and checkout has proven to be vital in assisting customers through to purchase.

Consistency, reliability and always online

Overcoming limitations, we worked with Coles to centralise the technical delivery of all websites to increase efficiency and reduce management costs. With the deployment of the new websites, visits have increased (by over 100%), transactions are faster, and website outages have been reduced to zero.

VicHealth – Future Healthy

The background

Future Healthy is a first-of-its-kind initiative focused on creating a healthier future for Victoria’s young people. The program will work with thousands of young people in developing a healthier vision of a healthier Victoria – based on their views and experiences. The vision is for a Victoria where no young person is denied a future that is healthy.

The challenge

Be seen. Be heard. VicHealth are listening and wanted to deliver a platform for Victoria’s young people aged 18-25, to play a role in helping plan and create healthier local communities. Whether they are new ideas or feedback, it is time for their voice to be heard.

The vision for the Future Healthy website is to have Victorians share their views and experiences on what they think would help the community be better connected, active, enjoy food that is good for you and the planet and feel great.

The solution

VicHealth and NOW Digital asked the community through surveys and engagement tools what they thought young people needed to get Future Healthy. As a blended team, we built a website that would be the foundation of what the Future Healthy program would grow into over the next three years.

Highly optimised solution to engage young Victorians

High-impact designs with bold, engaging colours and content created a tool that allows VicHealth to ask young Victorians to have their say. Survey tools allow VicHealth to ask the right questions and get answers directly from their users, creating a deeper understanding of what is required.

Delivered at speed

From idea to delivery, we worked with VicHealth using agile processes to define the requirements, ensure the solution is optimised for conversion and engagement and was ready for a large media and marketing campaign to promote the initiative.

Vocus

The background

Through well-known retail brands Dodo, iPrimus and Commander, Vocus delivers simple and affordable broadband, mobile and energy services to Australia and New Zealand consumers. Vocus knows the importance in delivering a brilliant yet simple experience when connecting people, businesses, governments, and communities to the world.

The organisation wanted to reimagine the purpose of the Vocus.com.au website to increase interest (lead generation), utilisation of services (conversion), and relevance for new and existing customers.

The challenge

The time for change is now. We are in unprecedented times where you are encouraged to “compare and save” or “switch and save” and the importance of been ‘simple and easy’ to deal with has never been greater.

Vocus understands this and identified the redevelopment of their website as key to supporting customers in their journey of gathering information, understanding what products are relevant to their business and deciding to trust Vocus to provide these services.

The solution

Vocus and NOW Digital took extensive action to look at the content and structure of the website to really understand the messaging that was being delivered. Utilising extensive research that was conducted to understand the core needs of customers, we developed a design system, visual assets, and detailed requirements

Clear, concise, and relevant customer experience

We prioritised the information that influenced the customers perception of Vocus to support the trust-building process and optimised genuine content – proving that Vocus could solve problems like what you were experiencing.

Detailed one-on-one customer interviews at multiple stages of the project, ensured that what we were designing would continue to enhance the customer experience as we added new supporting functionality.

Designing a customer-focused digital transformation

Working closely with Vocus stakeholders across the entire organisation to deliver impactful, high-quality design assets, supporting by detailed requirements – empowering Vocus’ internal to continue executing their digital transformation.

City of Darebin

The background

Delivering a range of services to one of the largest and most diverse communities in Victoria, Darebin City Council has made a commitment to better engagement through online services and digital footprint. The suite of digital tools has been prioritised as the platform to create highly engaging and visible experiences for a truly connected community.

The challenge

Citizens need to feel like they belong in Darebin and be confident to engage with the Council. The expectations of connected experiences have changed the way councils need to operate – the challenge is how to blend organisational structure with the needs of the community to deliver services seamlessly to citizens where they are looking. Darebin City Council wanted to centralise the delivery platform of their brand websites while promoting relevant services that were not obviously available.

The solution

Darebin and NOW Digital stepped into the shoes of the community to understand their wants and translate them into needs. As a blended team, we defined what it means to deal with your local council and removed the barriers stopping citizens from discovering exactly how big a part their local council plays in their daily lives.

Prototyping smarter digital experiences, tailored to the needs of the community.

The goal is to bring the needs of a diverse set of stakeholders to create a shared vision on how to deliver council services to the community. The discovery phase produced interactive prototyping of the experience Darebin is delivering to the community – a tangible, engaging, and clear feasibility of the solution.

Centralised digital experience platform to manage council services

Harnessing the power of the digital experience can only truly be realised in a connected state. We needed a deeper understanding of the requirements of each Council brand and ensure adequate representation in the solution. While striving for a centralised management solution and reusable components, we also wanted to ensure that each Council brand had an identity and voice of its own.

Tracking progress and increasing citizen engagement

Empowering Darebin to own the engagement from initial interaction through to advocacy means that the problems that are solved are the problems that are important to the community. With progress comes confidence and the willingness to ‘get involved’ and builds the continuous improvement culture that underpins the strategic direction of Darebin Council.

Australian Health Practitioner Regulation Agency

Ahpra enlisted NOW Digital to perform a Proof of Concept and upgrade to the legacy Sitecore XP environment. Following a smooth transition to the latest version, Ahpra then migrated ongoing support services to NOW Digital.

Together Ahpra and NOW Digital are developing a strategy to design and deliver the next phase of digital communication and seamless user experience to Ahpra’s direct health customers and the broader community.

YMCA Victoria – Virtual Y

Faced with the closure of most of their leisure facilities during the COVID-19 pandemic, YMCA had to pivot and rapidly move towards an online-only model of delivering content and services.

In conjunction with YMCA, NOW Digital developed what is now known as the Virtual Y, a secure online platform created to provide new and existing members with access to a variety on online content.

The YMCA – Virtual Y will be expanded to accept payments online for premium content, creating a new and exciting revenue stream for the YMCA.

Australian Council of Superannuation Investors

ACSI is helping ASX-listed companies to better manage their environmental, social and governance risks.

ACSI partnered with NOW Digital to build a tool to enable ACSI and their members to improve the retirement savings of millions of Australians by being more effective in influencing companies to better manage their environmental, social and governance risks. NOW, through discovery workshops gained the domain knowledge to successfully design and develop a web-accessible platform solution.

Telstra Security Portal

NOW Digital worked closely with a division of Telstra’s internal technology team to complement their agile solution for business security. We provided on-site ux-foundation solutions to wire frame and integrate user interfaces for their managed security service.

YMCA Victoria

A consolidated network

NOW was tasked with consolidating the full suite of service offerings into a centrally-managed system, giving YMCA the ability to manage their digital messaging to their customers.

Working closely with YMCA’s digital team, we have delivered a system that speaks intimately to each customers needs when they need it, for a true personalised experience.

Services Australia

Showcasing the digital state

Working in conjunction with managing strategic partners Royce Comm, NOW Digital executed a digital presentation to significant government ministers and stakeholders to showcase present and future-state scenarios for Services Australia (formerly the Department of Human Services).

Now delivered interfaces for digital touchscreens, kiosks and videos.

Bank First – Refinancing

At Bank First, they are invested in you.

As part of Bank First’s expansion into customer refinancing, NOW Digital was tasked with extending the reach of Home First’s brand, by designing and developing a new refinance section.

Customer-centric design, backed by data.

With a strong focus on providing customers with clear and concise data to compare and make educated decisions, NOW Digital developed a Home Loan Refinancing Calculator. The features and functionality of the calculator comparison tool where heavily dictated by real-time user feedback on prototypes and designs.

Bank First wanted to deliver a tool that was detailed enough to give their customers a clear picture of where they stood with regards to their home loan, with clear expectations of what the next steps in the process were going to be.

AMES Australia

Following a competitive tender, AMES Australia engaged NOW Digital to complete a full redesign and redevelopment moving the first of several to Sitecore XP 9, utilising the latest PaaS offering on cloud infrastructure as well as multiple integration points. Current projects in flight include extending analytics utilisation and Strata course integration.

Telstra Vantage app

It provides the opportunity to bring together the world’s best-known technology companies, to create solutions to the biggest challenges facing Australian business.

In a limited timeframe NOW Digital defined the digital user experience to align perfectly with the physical exhibition space, utilising wayfinding and gamification techniques to assist and encourage exploration.

GPC Asia Pacific

Targeted user experience

NOW Digital helped position their corporate website, Repco Australia & New Zealand, COVS Automotive Parts & Industrial Supplies, Kromex and NAPA Auto Super Store businesses in the digital arena.

We worked closely with Repco to improve the NavigatorPro Smart Inspector and mobile application version of NavigatorPro.

The Smart Inspector mobile device app provides service retailers a task list according to vehicle make/model and service schedule, as well as the ability to record vehicle inspection details, including data and photos, and importantly develop a pick/order list of Repco products that can then be dispatched for installation.

Dairy Australia

Included in NOW’s responsibility was an audit of a previous web development within the environment as well as the development of a ‘code of practice’ for all future work across the digital supplier panel and ongoing implementation of best practice retrospectively and on all new project work.

Lead agency

A key requirement of Dairy Australia was to find a lead agency with extensive Sitecore experience that would work in an honest and open relationship providing guidance on not simply design & development, but across the digital spectrum including internal training, and marketing strategy.

Zedmed

This project is a positive example of a client undertaking a full User Experience approach. NOW Digital carried out multiple information discovery workshops across varied stakeholders, including end users and internal teams, leading into a recreation of the functional Information Architecture, focus group Prototyping and final User Interface Design.

Repco Smart Inspector

NOW Digital were recently engaged by GPC Asia-Pacific to update and improve the NavigatorPro Smart Inspector and mobile application version of NavigatorPro.

Simplot

Simplot and NOW Digital have worked together for several years to optimise Simplot’s Sitecore CMS digital channel, beginning with providing ongoing support services, to upgrading key infrastructure to our most recent active engagement, the redesign and redevelopment of all brand sites for the organisation.

Working hand in hand with the internal digital team and brand stakeholders we are working to increase velocity of development to market whilst also building on a reusable-component approach to provide optimal return on investment for the project.

Sell My Car

Following the success of the Manheim User Experience and Technology delivery project, Cox Automotive again engaged NOW Digital (and their ‘Old mate Agro’) to evolve the Sell My Car digital customer experience.

Clearly defining the selling process, our team streamlined the initial data input steps for the user, decreasing disengagement (and ‘cart abandonment’), encouraging the crucial next step of vehicle valuation, and appointment booking.

Toll Group

A UX-specific brief and working with a System Implementation partner, NOW worked closely with the chief stakeholder, strategic leads and developers on agile delivery. Based on the user’s role and how they utilise the content, the web app customised to their needs and job description. Understanding these requirements and the solution from container to ship was essential. A strong relationship with client and partner assists in the workability of completing tasks with agility.

IDP Education

NOW was assigned to upgrade the digital platform to the latest version of Sitecore Experience Platform and implement a new scalable infrastructure on MS Azure, thus providing cutting edge digital marketing functionality. This included deep analytical tracking, persona based personalisation and multivariate testing & optimisation (using Sitecore xDB Cloud).