Context

I worked with HESTA, a purpose-led superannuation provider, to assess and define the future of their member online experience.

The focus was on understanding the value of their existing member online services and what would be required to deliver a more meaningful and effective experience over time.

The situation

The organisation believed that its existing technology was limiting its ability to improve the member experience.

However, addressing this would require significant investment, and there was not yet a clear, evidence based view of the current state or what a future state should look like.

There was a need to connect customer experience, technology, and future direction in a way that could support decision making at an investment level.

The work

I led a multi-disciplinary team to understand how member needs were evolving and how the organisation would need to respond over time.

This involved looking beyond superannuation to broader shifts in work, healthcare, education, and female economic participation, alongside the likely trajectory of technologies such as cloud architecture, API led systems, AI, and blockchain.

Working closely with a solution architect, we developed a detailed view of how the existing technology and processes supported the end to end member experience.

As part of this, I developed a live service blueprinting approach with a product manager that allowed our team to create a clickable, shared view of how systems and touchpoints were connected. This made both current state complexity and future opportunities more visible and discussable.

What changed

The work provided a clear and credible view of both the current state and a future direction for member online services.

This enabled the organisation to make an informed investment decision and proceed with a significant transformation of its member experience.

The new experience has since been launched, reflecting a more integrated and forward looking approach to how members interact with their superannuation.

What this demonstrates

The ability to connect customer experience, technology, and future context to support strategic multi-million dollar investment decisions and large scale transformation.