case study

MyTell Keyboard Redesign

Context

ANZ is undergoing a major branch transformation, shifting from a cash-centric model to a more digital, self-service model. The MyTell keyboard—a bespoke device used for both standard data entry and teller transactions—was reaching end of life.

Its replacement posed challenges: bespoke models were costly to reproduce, yet replacing them with standardised alternatives risked impacting banker workflows.

approach

Prototype testing — Introduced a hybrid model (standard QWERTY keyboard + smaller teller keypad).

Field evaluation — Tested directly in diverse branch environments with space constraints.

Change readiness analysis — Highlighted potential adoption barriers among experienced bankers.

Stakeholder engagement — Ensured business units had evidence-based recommendations for funding and rollout.

my role

I led the design research and testing for the new keyboard solution:

Facilitated workshops with bankers, retail governance, and business units.
Conducted in-branch usability testing across multiple layouts and branch formats.
Developed banker personas to highlight varying levels of adaptability to change.
Captured banker feedback through interviews, observations, and hands-on trials.

outcome

New keyboard design approved for national rollout in October 2025.
Expected to save over $1 million in hardware costs.
Positive reception from bankers, especially new staff, due to easier adoption and reduced learning curve.

impact

Balanced cost savings with banker usability, enabling ANZ to modernise branch operations while maintaining frontline efficiency.

Retail banker workshops, alongside input from business units and retail governance, ensured comprehensive feedback and stakeholder alignment on the MyTell keyboard.