CommBank merchant product origination

Working alongside product owners, project managers, compliance representatives, plus UX and UI designers, I helped refine the new digital experience for small business customers looking to originate an EFTPOS terminal.

I was briefed with the uplift of origination flows for our Smart devices. These are our most popular EFTPOS terminals for customers looking to accept in-person payments for their small business needs. Over the course of what proved to be a six-month project, I was faced with challenges like not working with a UX designer (who had transitioned to another team) and being unable to find a single source of truth for the product information. There were also broader team challenges, and I documented most of the project work across JIRA and Confluence pages, but this was ultimately an extremely rewarding project as it ensured we could streamline the experience of onboarding customers with an EFTPOS terminal, as well as understanding and attempting to remedy funnel fallout. In the process, It really helped me develop my understanding of CommBank processes and products. This is due to go live early in October.

This was part of my broader work around the merchants space, where I've also worked across new experiences including introducing a terminal transactions and details view on the CommBank app, broader FAQs around merchants topics and supporting any webpage uplifts regarding merchants.