The form library of CommSec Adviser services needed improvement. Application forms are very complex without adequate user guidance throughout the process. Further, many forms had similar names, causing the wrong submissions frequently.

I introduced a GEL (Global Experience Language) that standardised the guidelines for all existing and upcoming forms. Subsequently, I redesigned the 84 account application and maintenance forms with the new guidelines and heavy stakeholder engagement, streamlining processes, removing redundant fields and giving clear guidelines. Lastly, I introduced prominent form IDs that quickly became the standard reference point in communications.