Ben Melbourne


Experience Design Consultant at ThoughtWorks

Ben’s current business card says he’s an Experience Design Consultant at ThoughtWorks where he does a combination of design strategy, software delivery and preaching about the importance of the mobile channel to companies trying to find their way in the brave new world of digital natives.

With over a decade of experience, he has designed his way through the rise of the smartphone and seen mobile evolve from an afterthought of m. sites to creating the constant always connected world we live in.

YOW! Connected 2014 Melbourne

Building a bank’s biggest branch


Building an app is easy, right? 16 year-olds build million dollar apps in their garages every other day. But things get a little trickier when the app you’re building is for a bank.

Designing and coding an app with lots of cool new features is the easy part. Creating a whole new customer channel, that is effectively the bank’s most highly visited branch, comes with a whole different set of challenges including:

  • Shifting the businesses mindset from a one-off project to treating mobile as a first-class channel that needs to be supported and evolved on an ongoing basis.
  • Provide all the features that customer’s expect from web banking and deliver those in a lean fashion, with a mobile first approach.
  • Balancing security and fraud constraints whilst still making the app easy to use for customers.
  • Pushing the boundaries of traditional brand guidelines that didn’t translate to native mobile environments.

With a conservative financial institution that’s just beginning to understand how mobile is going to revolutionise its business, you have quite a mountain to climb before your designs can see the light of the app store.

This is the journey that Toby Pritchard (Suncorp) and Ben Melbourne (ThoughtWorks) have recently been through. In this case study presentation they’ll share the highs and lows they went through while rebuilding and launching the new Suncorp Mobile Bank App.