The content across the Westpac digital estate was hard to navigate, cluttered and confusing, according to customers.
Content was created without any guardrails, governance or lifecycle. My job was to run a strategy to solve for these issues.

I started by running an internal survey using Maze and digging deep into our customer feedback via NPS and complaint channels. This was just the begining of the discovey phase, followed then by strategy, design and delivery. In three short months I created a replicable content strategy framework, seedcorn taxonomy and governance framework. All of which have been adopted and are in various stages of evolvement as the strategy merges into BAU, creating content efficiencies and consistency for customers.