# data[].attributes.headline
Set the right expectation about pre-approvals. How can we tell customers they could borrow $X without them thinking they're committed to starting an application?

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Set the right expectation about pre-approvals. How can we tell customers they could borrow $X without them thinking they're committed to starting an application?

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Personalised content based on returning visits

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Personalised content based on returning visits

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Lack of info about the difference between hitting apply and booking an appointment - what should they do and what should they expect on either path...

# data[].attributes.subject
Lack of info about the difference between hitting apply and booking an appointment - what should they do and what should they expect on either path...

# data[].attributes.headline
HL tracker in IBS / App. If they're logged in, they should be able to do everything in one place.

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HL tracker in IBS / App. If they're logged in, they should be able to do everything in one place.

# data[].attributes.headline
Hard for customers to find the home loan tracker

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Hard for customers to find the home loan tracker

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Respect customers' choice of contact methods. They don't like to be called at work

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Respect customers' choice of contact methods. They don't like to be called at work

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Not sure what they need upfront to apply or what to expect when they hit that apply button

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Not sure what they need upfront to apply or what to expect when they hit that apply button

# data[].attributes.headline
I'm too scared to apply online in case I get declined and it ruins my credit score

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I'm too scared to apply online in case I get declined and it ruins my credit score

# data[].attributes.headline
Quicker / more reliable way to get in touch with HLS

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Quicker / more reliable way to get in touch with HLS

# data[].attributes.body
Do we need a mega menu?

# data[].attributes.headline
BE TRANSPARENT and proactive in communicating about rate increase, changes in product proposition, fee updates, etc. 

# data[].attributes.subject
BE TRANSPARENT and proactive in communicating about rate increase, changes in product proposition, fee updates, etc. 

# data[].attributes.body
+ letting customers know they might benefit from switching to another loan

# data[].attributes.headline
Easier way to compare value proposition for customers to identify what's best for them

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Easier way to compare value proposition for customers to identify what's best for them

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Links to product pages would likely be helpful in the context of an article. 

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Links to product pages would likely be helpful in the context of an article. 

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Surface next best conversation in IBS for customers

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Surface next best conversation in IBS for customers

# data[].attributes.headline
Missed key seasonal opportunity with contextual content to assist research and buying process without product push.

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Missed key seasonal opportunity with contextual content to assist research and buying process without product push.

# data[].attributes.headline
Consistent authenticated and unauthenticated experience. It's the same website to customers.

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Consistent authenticated and unauthenticated experience. It's the same website to customers.

# data[].attributes.headline
Lack of tools to help guide me through the home buying process

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Lack of tools to help guide me through the home buying process

# data[].attributes.headline
Best rate on the website or risk based pricing?

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Best rate on the website or risk based pricing?

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Customers can't easily locate the Home Loan Key Fact Sheet

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Customers can't easily locate the Home Loan Key Fact Sheet

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Too many home loan products, its confusing

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Too many home loan products, its confusing

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No one cares that we are bank of the year 

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No one cares that we are bank of the year 

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Customised information and contact channels for different types of customers. Investors prefer to talk to someone vs read and find out everything online.

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Customised information and contact channels for different types of customers. Investors prefer to talk to someone vs read and find out everything online.

# data[].attributes.headline
First time home buyer information and better discovery and research experience to let customers feel confident to start their application online.

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First time home buyer information and better discovery and research experience to let customers feel confident to start their application online.

# data[].attributes.headline
No way to track my home loan application outside of the tracker or my home loan specialist/broker

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No way to track my home loan application outside of the tracker or my home loan specialist/broker

# data[].attributes.headline
Feed customer input in calculators to application form

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Feed customer input in calculators to application form

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Product features are not as apparent as the product itself

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Product features are not as apparent as the product itself

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Hero-ing interest rates above other things

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eg. interest rates vs deposit amount

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Customers have no ability to share or save preferred content

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Customers have no ability to share or save preferred content

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Seamless calculator experience.. Customers use multiple calculators to before submitting an enquiry. Repayment > Borrowing > Fees calculator

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Seamless calculator experience.. Customers use multiple calculators to before submitting an enquiry. Repayment > Borrowing > Fees calculator

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Customers have no way to start a journey and then continue at a later stage seamlessly 

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Customers have no way to start a journey and then continue at a later stage seamlessly 

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Deceptive messaging in campaigns

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Improved calculator tracking (Loan Amount, Product, Loan purpose)

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Improved calculator tracking (Loan Amount, Product, Loan purpose)

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No clear differentiation around Bankwest (value prop)

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No clear differentiation around Bankwest (value prop)

# data[].attributes.headline
Need more required documentation upfront

# data[].attributes.subject
Need more required documentation upfront

# data[].attributes.headline
Sales and products are too prominent, we need to nurture before we sell

# data[].attributes.subject
Sales and products are too prominent, we need to nurture before we sell

# data[].attributes.headline
Improved calculator experience (Teaser / Snippet) (In-page experience)

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Improved calculator experience (Teaser / Snippet) (In-page experience)

# data[].attributes.headline
The customer journey is not seamless/clear - not intuitive way to navigate through the journey

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The customer journey is not seamless/clear - not intuitive way to navigate through the journey

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Rich content for both WC & EC Home Ownership goals - not just a house, but apartments

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Rich content for both WC & EC Home Ownership goals - not just a house, but apartments

# data[].attributes.headline
Its not personalised or targeted to the customer

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Its not personalised or targeted to the customer

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We try and push them down a sales funnel too early

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We try and push them down a sales funnel too early

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Secondary offer placement: Description vs image hierarchy (AB Test)

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Secondary offer placement: Description vs image hierarchy (AB Test)

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We don't have good timing with messaging 

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We don't have good timing with messaging 

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Website is not needs based, it is product based 

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Website is not needs based, it is product based 

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- scrolling carousel

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Content hub on websites (broker & Bankwest)

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Content hub on websites (broker & Bankwest)

# data[].attributes.body
- Adobe target split testing
- CTA testing - placement + wording