Avocado helped one of Australia's big four banks launch a high-profile credit card to tens of thousands of customers, while migrating another organisation's card customers onto the bank's systems at the same time. Every deadline was met.
About our client
One of Australia's big four banks engaged Avocado to deliver a critically important program over 18 months. The bank was launching a new credit card product, backed by a national advertising campaign. At the same time, it was taking on another organisation's card customers, which meant moving their accounts and history onto the bank's systems.
The challenge
The bank's top priority was keeping customers through the transition. With card products, even a small glitch or inconvenience can push a customer to leave, so the rollout and the handling of legacy data had to be right the first time.
- Fixed deadlines. Go-live dates were tied to the national advertising campaign and couldn't move.
- Complex integration. Third-party card software had to be integrated with the bank's core banking systems, digital channels and workflow systems.
- Legacy data migration. Customer data from the other organisation had to be migrated accurately onto the new platform.
- Inexperienced testers. Previous projects of this kind had used experienced business testers, but they were no longer available. The business users who would test the solution had little experience testing complex applications.
Our approach
- Early, close business engagement. From the outset, Avocado placed experienced business analysts, test managers and quality assurance consultants on the project, along with subject matter experts who already knew the bank's systems and processes.
- A quality framework the business could follow. We set up a framework that guided business users through planning, writing and running test cases, so all critical functionality was thoroughly tested.
- Daily tracking and reporting. We tracked and reported UAT issues, defects and test progress every day, so every stakeholder could see where things stood.
- Fast-tracked data migration. Our experience let us fast-track data migration and steer the business away from approaches that would have cost time.
- End-to-end delivery. Avocado managed releases, business requirements, development, test management and execution, user acceptance, user training and implementation, then supported the bank through warranty and handover to BAU.
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The Result
- All deadlines were met, in line with the national advertising campaign.
- Early identification of issues meant risks were mitigated before they could affect customers.
- Daily reporting gave stakeholders the confidence to make informed go-live decisions.
- Business users without testing experience delivered thorough UAT, guided by Avocado's quality framework.
- The bank's teams took over a stable platform, with Avocado providing warranty support through the transition to BAU.
