Transforming a 200 year old organisation

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Socialising our design led approach through workshops

EMPLOYER: Westpac

PROJECT: Enterprise wide transformation

ROLE: Service Designer

TIME: 1 year, 2018-19

Westpac are on a transformation journey to become a more service-orientated and customer-centric organisation.

Their vision:

“To be one of the world’s great service companies, helping our customers, communities and people to prosper and grow.”

There is a recognised need to have a unified approach to transformation that can be applied enterprise wide. To achieve this, we:

  • Gained a holistic understanding of the challenges faced by the organisation today to achieve our transformation goals

  • Developed a model of a holistic problem solving approach that aims to bring out the best in our people

  • Identified propositions that support a human centred way of working and are aligned with achieving our vision

  • Socialised our views, ran capability building workshops and built endorsement for our approach

Working on this project, I exercised thinking and problem solving at the scale of an enterprise as a whole. I also experienced navigating the internal challenges an established company faces when attempting to change.

Westpac's vision