Help & Support
Design end-to-end, scaleable support systems addressing customer needs and adapting to customer feedback. Simplifying complex problems into digestible customer language.  
Extensible support framework
I designed an extensible FAQ framework for ANZ Plus – designed to scale with the proposition whilst remaining intuitive and and easy to navigate.

Supported by a search function, customers triage based on high-level topics before selecting more granular sub-topics. At the bottom level customers are presented with relevant FAQs, quick links to in-app tasks and chat functionality.
I developed the system used for tracking and storing all content approvals, and maintained the database of content approvals.

The system used Confluence to easily store, track and find approvals, with locked pages for any privileged information. This process has ensured all content remains compliant with clear ownership, version history, tracked changes and last approved dates.
EXAMPLE ARTICLE
Interest and bonus interest for June
Here's how interest was earned and paid for the month of June.
Interest is calculated daily, but paid monthly.

Here's an example of how the daily standard interest amount would be determined for an ANZ Plus Flex Saver account with a balance of $5,000 and an interest rate of 4.50% p.a. being applicable on a given day.
Remember, your balance, also referred to as your effective daily balance, may be different to what you see in the app or the balance on your statement. Please refer to our earning interest FAQs for more.

This applies to all ANZ Plus savings accounts.
Bonus interest for June
To qualify for bonus interest on your ANZ Plus Growth Saver account for the month of June, you needed to grow your ANZ Plus Growth Saver balance by $100 or more (on top of any interest you received) as at 11:59pm AEST on 30 June 2025as compared to your ANZ Plus Growth Saver balance as at 11:59pm AEST on 30 May 2025.

If you qualify, you’ll generally earn bonus interest on your ANZ Plus Growth Saver balance for each day from 30 May up to (but excluding) 30 June.
Want to earn bonus interest next month?
Check out your estimated savings target in the ANZ Plus app.To view your estimated target, go to theMoneytab and switch to your Savings view.
Here, you’ll be able to see an estimate of how much you need to save, and by when, to qualify for our bonus rate each month. Just keep in mind, this is only an estimate and could change.

If you have multiple savings accounts you may need to select your ANZ Plus Growth Saver or Joint ANZ Plus Growth Saver (depending on which one you're after).
Support tab: Help & Learn views
Dedicated educational content
Support was used to cover both help and educational content, leading to overcrowding and making the tab difficult for customers to navigate. As a result, features in the Support tab were buried and engagement was low.

Leveraging the segment control that already existed within our design system, we split the Support tab into two, separate views based on the intent – Help and Learn. Help for everything self-service or task-oriented and Learn for anything educational or behavioural.
The Learn view allowed us to remove friction from customers seeking support – and make the task of seeking educational content much more deliberate. We found customers who chose to switch to the Learn view and seek educational content, had much higher engagement than when the content was grouped together.
View design
Simplifying complex information
Within our educational content, we introduced 'Stories' – a visual carousel that allowed us to break down complex information into smaller, digestible chunks. Stories were our most popular 'Learn' tool and featured throughout the app to showcase features or break down relevant information.
Addressing customer complaints
Response times for customer enquiries were a frequent source of complaints, with a chat service only available during business hours. I led a design spike to address customer expectations and encourage self-service support.
We added friction to the experience to clarify the process and set realistic expectations, encouraging customers to try our FAQs first. We also used a bespoke message outside of hours to notify customers when their message would be received.
Response-related complaints dropped by 95%
Average number of active chats per customers dropped from 1.47 to 1.08
~20% of people used 'Search Support' to self-service with FAQs
Alleviating pressure on frontline staff
Every month our frontline staff – ANZ Plus Coaches – were indundated with messages about incorrect or unpaid interest. When volume spiked, response times would commonly exceed 8 hours for up to a week.

Since the maths was (literally) never wrong, we needed to find a way to explain to customers exactly how interest was calculated each month. In close collaboration with Product and Legal, a bespoke, monthly interest article was placed at the top of support for the first week of every month.

We showed customers exactly how we calculated their interest and when they could expect it. We even gave them the maths to run the numbers themselves. And as a result, the spikes completely vanished.  
Read the article
Training agents and chatbots
Working with our frontline teams, I'm helping to ensure the adoption of agents in internal content, and to successfully training outward facing AI chatbots to find the harmony between instant responses and appropriate escalations to ensure the best support for our customers.
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