The background
Bank of New Zealand is a big 4 bank with a strong digital offering.
This project focussed on improving the debit/credit card experience.
Before a new or replacement card becomes fully functional, a card pin needs to be set.
In order to set a pin, customers needed to physically visit a bank branch, as pin setting was an exclusive ‘bank teller’ action.
This was a major inconvenience for customers (particularly remote and elderly customers), and was costing the bank considerable time in teller hours.
The challenge
Deliver a solution allowing customers to set and update their debit/credit card pins themselves.
Requirements, scope and constraints
I started by collecting from a legal and operational perspective the current business processes that would need to continue in the solution.
The customer would still need to be mailed the bank card to a physical address.
For security, only once the customer physically has the card, can a pin be set.
Further constraints came from developer capacity. Within the cards team, the mobile developers were best placed to pick up this project. The team agreed to focus on the mobile apps first, it also aligned with the existing experience of allowing customers to have control over their cards whether at home or on the move.
Post release, we would revisit the need for a desktop solution, if required.
