Single Digital Front Door (SDFD) x Private Wealth (PW)

Question 1

Briefly outline the idea around the Single Digital Front Door (SDFD) initiative at a high level?

Answer 1

• Today, we have multiple doors to multiple houses (i.e., different logins to different channels).
• We want to have 1 door to 1 building housing everything we need (i.e., one platform that includes everything, from both a customer and banker perspective).

Question 2

What is the main problem/solution the SDFD addresses for the current digital landscape?

Answer 2

• We have a complex digital channel landscape that is costly to maintain, build upon, and service (which also confuses customers).
• Digital plays a critical role in how we attract, retain and service our customers needs and;
• How our bankers service their customers (bankers want a single platform).

Question 3

What are the 5 key areas of a SDFD?

Answer 3

1. Single login/profile for all services.
2. SDFD for customers covering all touchpoints in customer’s banking journey, personalised to match their intent.
3. Single pane of glass for banker colleagues (with a unified CRM).
4. All-of-bank effort to deliver our future-state digital experiences.
5. Simplified, integrated channel experience (customers can seamlessly access the same functionality via two simplified and personalised channels: one web and one mobile).

Question 4

What are the two personalised channels planned for customers in the SDFD?

Answer 4

1. Web
2. Mobile

Question 5

How are we planning to deliver iterative value from today to accross 3 experience transformation horizons?

Answer 5

Today: multiple doors (logins) to multiple standalone houses (channels).
Horizon 1: One door to multiple linked houses.
Horizon 2: One door to one house with multiple rooms (i.e., 1 login to a customisable launchpad to access multiple services in one place).
Horizon 3: 1 door to the single digital platform (tailoured and personalised by intent).

Question 6

What is the user journey for Horizon 2?

Answer 6

• User logs in
• System authenticates, checks authorities/entitlements
• Persona drives tailouring engine to call relevant features to surface
• All targeted to occur in <3 seconds.

Question 7

In Horizon 2, will bankers and customers follow a similar journey?

Answer 7

Yes, the journey is the same, but because the bankers and customers have different personas, they will see different things e.g., the customer will see things like their investment portfolio while the banker may just see PEGA, notifications, etc.

They may see the same miniapps but in different view modes.

Question 8

How will Digital’s SDFD help Private Wealth?

Answer 8

Increase visibility of total portfolio and remove channel switching friction.

Question 9

What 2 things are happening within the SDFD initiative during FY24-25?

Answer 9

1. Inflight migration of nabtrade customers to core nab systems as part of ZIP.
2. Migration of the new nabtrade portal to the SDFD shell in 2025.

Question 10

What 2 things are happening within the SDFD initiative during FY25-26?

Answer 10

1. With back-end system integrated and the nabtade portal hosted in the same shell as the internet banking applicaiton, we can commence the front-end experience integration of nabtrade and IB.
2. Using the SDFD launchpad we can create a single location to surface nabtrade experiences to existing IB customers or use the IB homepage as a targeted acquisition vehicle.

Question 11

What 2 things are happening within the SDFD initiative from FY26 onwards?

Answer 11

1. We can look to integrate JBWere features.
2. The combination of IB, nabtrade and JBWere features would allow us to deliver a truly personalised and integrated Private Wealth digital proposition.