Updating business names

This involved working across the digitisation of a process which had been a high call-driver to our merchants support team. Instead of having to pick up the phone to update their trading name with us, we created a simple online experience to help customers update it in just three clicks from their NetBank page.

This was a serious learning curve for me, as I had to understand and research the differences between legal entity name, trading name and business name, as defined by ASIC. In addition, I also had to understand how CommBank had been using those names, as we originally were tasked with updating the 'trading' name. This is now commonly the equivalent of a business name with ASIC. Once I understood that the entire process involves a customer changing their business name on ASIC and then logging on to NetBank to update their trading name, I pushed to ensure that the names we used matched with ASIC in order to reduce customer friction. I also helped push for a change from 'changing' your business to 'updating' it, which more accurately reflects the change on our side of things. In a report afterwards, my colleague described my work as "consistently enhances usability and builds trusts".

This saved more than 73 hours of time for customer, call centre and back-office teams in the opening two months from launch, directly supporting organisational goals, and didn't require any further iterations post-launch.