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 the FAQ framework for ANZ Plus to be intuitive and and easy to navigate, whilst being scaleable for the growth of the platform.

Customers triage based on high-level topics before selecting more granular sub-topics. At the bottom level FAQs provide clear and concise information, with quick links to in-app tasks and chat functionality.
I also developed the system used by ANZ Plus for tracking and storing content approvals (not just for support content). The system used Confluence to easily store, track and find approvals, with restrictions applied to pages containing privileged information.
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
As ANZ Plus grew, Support also became the home for educational content, leading to overcrowding and reducing engagement with both support and learning content.

Leveraging a segment control, we split the Support tab into two, separate views based on the customer intent – Help and Learn.
Placing educational content in the Learn view meant customers could still self-service support unimpeded, and the act of learning became much more deliberate.
View design
Simplifying complex information
Within our educational content, we introduced 'Stories' – a visual carousel to break down complex information into small, digestible chunks.
Addressing customer complaints
Response times for customer enquiries were a frequent source of complaints, with a frontline staff only available via chat during business hours. I led a design spike to address customer expectations and encourage self-service triage.
The added friction clarified the process and set more realistic expectations, with a bespoke message outside of hours notifying customers when a staff member was likely to respond.
Response-related complaints dropped by 95%
Average number of active chats per customers dropped from 1.47 to 1.08
>15% click through on 'Search Support'
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, all chat response times commonly exceed 8 hours.

The maths was (literally) never wrong so, to address the problem, we placed a bespoke article in Support explaining exactly how we calculate interest and when it was paid. We even provided the formula for people to run the numbers themselves. And just like that, the spikes 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 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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