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Credit Cards and Personal Loans Online and Mobile forms Project

Credit Cards and Personal Loans Online and Mobile forms Project Customer Application Entry Points – Online Channel. 19 December 2013 Terry Wu Associate Business Analyst Jackie Wallis Senior Business Analyst Sathya Gnanasekeran Project Manager. Contents.

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Credit Cards and Personal Loans Online and Mobile forms Project

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  1. Credit Cards and Personal Loans Online and Mobile forms Project Customer Application Entry Points – Online Channel 19December 2013 Terry Wu Associate Business Analyst Jackie Wallis Senior Business Analyst SathyaGnanasekeran Project Manager

  2. Contents • Proposed Changes To Customer Flows • Overview • Tablet app • Mobile WBC App and Mobile Website: General screens for all Products • Fixed rate personal Loans • Overview • Existing Entry Points & Changes • Flexi Personal Loans • Overview • Existing Entry Points • Authenticated Flows • Consumer Credit Cards • Overview • Existing Entry Points • Authenticated Flows • OTP Tools and Calculators project • Altitude Business Credit Cards: Overview • Existing Entry Points

  3. Proposed Changes To Flows: Overview • Summary Of proposed changes to Customer Journey Flows from meeting 11/12/13 • Consumer Credit Cards - Online Channel • Currently the marketing pages have "Apply Now" buttons for specific products and link to their specific Oregon forms directly. These exist in MacTelor Third Party/Affiliates platforms • They are currently being reviewed to ensure all links to applications will redirect the customer to the appropriate application form depending on the device (Desktop browser, mobile device, tablet device, mobile or tablet app etc) • The Westpac.com.au public website currently has 3 navigation avenues for Consumer Credit Card applications: • Westpac.com.au Homepage currently has an "Apply For" drop down list, where the customer can select "Credit Cards". This takes them to the first page of the Oregon form for Credit Cards and displays a list of all Consumer Credit card options available. • This page groups the cards into their respective categories for the customer to choose from, but does not provide any product information. • Selecting a card and clicking Continue will take the customer to the "Eligibility" page containing Eligibility requirements as well as some high level card specific product information • The decision was made to get rid of the first page of the Oregon form and to replace it with one of the following options: • 1) Replicate the Morello based product comparison/selection page for all consumer credit cards, that is used by the Business Credit Card product page: http://www.westpac.com.au/business-banking/credit-cards/all/ • In addition, we would also include a link to the credit card selection tool on this page. • 2) Alternatively, creating a new "Fancy" Morello page that captures all cards, along with high level product information. This has impacts to upkeep for when there needs to be updates/changes made to the page. • We would also include a link to the credit card selection tool on this "fancy" page as well • 3) Adding an option to the first page of the existing consumer credit card selection tool to give customers who "know what they want" an avenue to directly select the card they wish to apply for.

  4. Proposed Changes To Flows: Overview • Summary Of proposed changes to Customer Journey Flows from meeting 11/12/13 • Key Agreements: • - It was agreed in the meeting that the above changes will be managed as part of BAU and is out of scope for this project. However, we will note in the detailed BRD that the timing of its delivery is a key dependency. • - It was agreed that the card selection options/process will not be part of the application forms. This process will be completed by the customer, prior to presenting them with the eligibility page of the application • - The first page of the Oregon form to compare different card options will be replaced with an alternate solution to be discussed and confirmed, as detailed above. • - The "Get Started"/Eligibility page of the form will be retained within the Oregon application form. • - The current content of the Get Started/Eligibility page will be investigated to reduce content. • Note: We have identified that there was no conclusive outcome or solution agreed to the changes being made to the Apply Now links for the intermediate pages (i.e. the Apply now links on the pages after the customer selects "Credit Cards" from the home page or "Personal --> Credit Cards") http://www.westpac.com.au/personal-banking/credit-cards/ • Currently these apply now links also link to the "first page of the Oregon form" that displays a list of all consumer credit card options. • Additionally, if a customer selects the general family-level card categories in the left-hand submenu (i.e. Low Interest/Rewards/Low Annual fee credit card headings), they are also taken to the first page of the Oregon form. • It is only when the customer selects a specific credit card type underneath these generic categories are they taken directly to that card's specific "Get started"/Eligibility form page. • Therefore, considering that the decision has been made to decomission the first page of the Oregon form, we advise that you remember to consider these pages/links when creating a replacement solution. • Altitude Business Credit Cards • Agreed that no changes to be made to the existing Online Channel • The changes being made to Altitude Business in the Mobile channel will be detailed in a separate email

  5. Proposed Changes To Customer Flows: Tablet app • Note regarding iPad mini: • iPad mini’s currently need to use the mobile Westpac site via their browser, in order to access application forms for the in scope products. This because the Westpac app used for this device is the 10” tablet version and not the mobile app for iPhone. • Additionally, the iPad mini is currently directed to the Desktop Online application forms and product pages • However, since it is a device 8” or smaller, it will be redirected to the Mobile application forms. • To facilitate this, the online forms will need to include some form of device detection in order to redirect the iPad mini if a customer attempts to “apply now” via the desktop online product pages • Essentially, regardless of how the iPad mini attempts to accesses the in scope product application forms, it will be linked/directed to the new mobile optimised forms as part of this project.

  6. Online Flexi Personal Loans: Overview Flexi Personal Loans Unauthenticated Flow: Online Homepage > Personal > Personal Loans > Apply Online Homepage > Personal > Personal Loans > All Personal Loans Comparison Online Homepage > Personal > Personal Loans > Personal Loans Selector Online Homepage > Personal > Personal Loans > Flexi Loans > Apply Authenticated Flow: Online Homepage > Logon to Internet Banking > Apply > Personal Loans (flexi) Online Homepage > Logon to Internet Banking > Products and Services > Personal Loans (flexi)

  7. Consumer Credit Cards: Overview Consumer Credit Cards Unauthenticated Flow: Authenticated Flow:

  8. Altitude Business Credit Cards: Overview Altitude Business Cards Unauthenticated Flow: Authenticated Flow:

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