NAB
Giving a 140-person team room to focus on its planned work
NAB’s Customer Master team was handling requests from across the bank through emails, messages and informal channels. Those interruptions pulled people away from the team’s longer-term work.
We created a clear menu of the customer data services available, introduced one way to request help and helped establish a support function to guide other teams.
Other projects could find and request what they needed, reducing interruptions and giving the team more room to focus on the bank’s planned customer data improvements.



