Redesigned intranet for Australia’s Commonwealth Bank

commonwealth2Commonwealth Bank is one of Australia's largest banks. Commonwealth, which operates in several countries, is headquartered in Sydney.

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Situation

Management at Commonwealth was concerned because documentation of its retail products, processes and policies was not effective in supporting either employees or customers.

Information was hard to find, and once found, it often proved to be out of date. The Bank wanted staff to be able to quickly and accurately serve its retail banking customers, offering a better customer experience and a more effective sales environment.

Solution

Australian Partner TP3 used the Information Mapping Method to design and develop a new intranet site for the Bank. Surveys of staff during the pilot showed that 99% preferred the new system. Three months after implementation, use of the search function was down by over 90%, significantly reducing the risk of human error when finding information.