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Category: Case Studies

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Case Studies

Making health insurance interactions easy

Making health insurance interactions easy

nib is one of Australia’s fastest growing health insurers providing health and medical insurance to over one million Australian and New Zealand residents

Project Background

nib saw a need to provide an additional channel for customers to check their account details as well as to make quick claims. The objective of developing the iOS, Android and Retail apps was to provide customers with a self-service tool that would divert loads on customer service teams in Retail stores and call centres. In order for the apps to be successful, they had to be user friendly, simple and quick.

Solution

We worked collaboratively with nib to design and produce a high-quality app, focused on creating a great user experience, in order to increase customer engagement and usage of the products. By making claiming a self-service through the apps, nib saw an immediate impact on customer claiming channels. The products were also refined and enhanced based on user feedback. We also developed an enterprise app for the nib Retail stores, where customers could essentially avoid queues and claim using an iPad app provided in store.

As part of this project, we delivered user experience design, visual design, mobile app development, testing and project management services.

User Experience

The focus of the nib Health Insurance app was to make claiming as simple as possible. With the photo claiming feature, users can very easily and very quickly send through health insurance claims by taking a photo of their receipts. The process and flow through the app was designed to be simple and intuitive, making something that is often a chore, really easy to do.

Features

The app features:

  • Secure login, with four digit PIN for ease of use
  • Account details
  • Photo claiming
  • View your remaining annual benefit on extras
  • View claims history
  • Find the nearest location of nib retail centres, eye care centres, dental centres and nib agreement hospitals

The Outcome

The relaunch of the nib iOS app saw increases in usage as well as app ratings, while the Android app release has a 4 star rating in the Play Store. The nib apps also received the Silver Award (Health category) at the 2016 World App Design Awards. Arq Group continues to work with nib to provide enhancements and ongoing maintenance support for these apps.

About nib

nib is one of Australia’s fastest growing health insurers providing health and medical insurance to over one million Australian and New Zealand residents

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Case Studies

Australia Post – virtual reality improving customer experience

Virtual Reality Improving the Customer Experience

Arq combined forces with Australia Post to utilise their data to create an immersive virtual reality experience for an improved customer experience

Project Background

AusPost engaged Arq to develop a Virtual Reality data visualisation proof of concept (POC) that would allow posties to view information about specific addresses. ​

Solution

Typically, posties make notes about specific houses on their routes, and new posties assigned to those routes need a convenient way to view that information. AusPost wanted to build an Augmented Reality (AR) app that would allow posties to view this data by holding their smartphones up to a specific house. Given the limitations and technical complexity of current AR devices, Arq proposed building a Virtual Reality (VR) environment that mimicked the posties’ routes, with house information overlaid in a style similar to AR.​

​The VR environment was built in Unreal Engine and uses gaze-based navigation to create a 360º streetview. Looking at interactive points in the environment activates a text box with information about the address and gazing up into the sky at the UFO transports the user to another location within the environment.

The Outcome

The project, dubbed ParcelBot, integrates with Amazon Echo and Amazon Alexa to allow the user to interact with the environment via voice command. Users make requests such as “jump to the next location” or “show me more” to instigate changes in the environment. ​

About Australia Post

The Australian Postal Corporation, operating as Australia Post (or AusPost), is the government business enterprise that provides postal services in Australia.

Aust Post provides services to many Australians, and regularly visit over 11.7 million addresses across the country. This important role we play in our community also allows us to deliver much more than parcels and letters.

Last year, we sent 3.3 billion items to 11.9 million delivery points across Australia and to over 190 countries across the world. Aust Post employs over 55,000 Australians. In the last 5 years Aust Post has made significant investment in its digital transformation journey, with many of it’s innovations used as case studies across both corporates and governments globally.

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Case Studies

ANZ Manage your bank accounts anytime and anywhere

Manage your bank accounts anytime and anywhere

After working on the Grow by ANZ app, we were tasked with redeveloping the ANZ goMoney app for iOS.

Project Background

Over the past two years, ANZ has been in the process of implementing a new platform that will be used by several channels to interface to its backend banking infrastructure. The goMoney app is the first application to go live using this new platform.

applications that make real impact

Solution

We have been working on goMoney since April 2014, and continue to provide ANZ with a highly skilled, experienced and scalable development and quality assurance (QA) team that works on-site at ANZ offices on the goMoney app.

The Arq Group team are responsible for:

  • Developing all the features in the new app, with complex integration points between multiple systems
  • Manual and automation testing of the app
  • System testing of the new platform
  • Ensuring the app meets ANZ’s strict Accessibility Standards
  • Working collaboratively with the ANZ project team and other third-party vendors

Some of our key achievements on this project included:

  • Migrating to the new multichannel platform (which was in development alongside the app)
  • Ensuring that the app meets the highest standards in security
  • Maintaining the QA rigour required to support coverage of a large number of devices and operating systems (iPhone 4, 4S, 5, 5S, 6, 6Plus, 6S and 6S Plus and iOS 7,8,9)

The app underwent three Staff Pilot releases prior to being released to the public to ensure a smooth launch.

The Features

goMoney is ANZ’s everyday banking app. The apps empowers users to access and manage their ANZ bank accounts anytime and anywhere.

The app features:

  • Quick and secure four-digit PIN login
  • Real-time transfers between ANZ accounts
  • BPAY bill payment
  • Pay anyone
  • Information regarding ANZ locations all around the world
  • Apple Watch: View balance and last five transactions
 
 

The Outcome

The first release of the new version of the ANZ goMoney app was launched on 27 February 2016. The ANZ goMoney iOS app has over 1 million users. To ensure that the launch was a success, we provided 24/7 on-site support to ANZ during the initial launch phase. Over 500,000 users successfully migrated to the new version of the app in the first week, without any major issues.

 

About ANZ

Established in October 1951, the Australia and New Zealand Banking Group Limited, commonly called ANZ, is a banking and financial services company headquartered in Melbourne, Australia. It is the second largest bank by assets and third largest bank by market capitalisation in Australia.

ANZ together with its subsidiaries, has a workforce of 51,000 employees and serves around nine million customers worldwide. In Australia, the bank serves around six million customers at over 570 branches.

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Case Studies Cloud Government Industry

NSW Rural Fire Service achieve scalability and stability

NSW Rural Fire Service Serverless Infrastructure

NSW Rural Fire Service achieve scalability and stability

Project Background

The NSW Rural Fire Service is the world’s largest volunteer fire service, with over 72,000 members providing fire and emergency relief across NSW. Australian lives depend on the assistance and information provided by the RFS, with thousands of NSW residents relying on the NSW RFS website for information about nearby fires and planned hazard reduction activities. Arq Group has been responsible for the building and managing of the NSW RFS website since September 2015.

Solution

Over the weekend of 10th-12th February 2017, NSW experienced an extreme heat wave, with statewide average temperatures of up to 44ºC, and some regions reaching as high as 47.9ºC. During this time, fire danger ratings were increased to ‘catastrophic’, and residents in rural NSW were placed on high alert.

During the summer peak period, the NSW RFS website averages around 60,000 visitors per day. Over the course of the weekend in question, the site had 878,000 unique visitors, peaking at 337,412 on Sunday 12th February. This amounted to 12,650,012 total hits on the day, and a further 209.95GB of data uploaded. This was the busiest day the Arq Group built and managed site had ever seen, receiving over five times the amount of visitors than on a normal day.

The Outcome

The NSW RFS website performed perfectly during this period, having been designed and tested to withstand up to 20 million hits. The website remained as stable as ever, with an average response rate of 1.2 seconds.

Arq Group is proud to partner with the NSW Rural Fire Service on this essential, life-saving resource.

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Analytics Case Studies Data

Belong: Data Transformation

Belong

Data Transformation and Change Management

Project Background

In 2017, Belong identified the need to modernise their entire data stack, in support of their strong growth.

Building a new Data platform

Solution

 Arq developed an AWS technology roadmap demonstrating how the Belong technology landscape could evolve to meet developing business needs, taking advantage of AWS’ world-class functionality, scalability, performance and TCO in Data and Analytics

In parallel to the technology transformation, we also supported their move to a DevOps culture, which underpinned a shift in velocity, accuracy and security

The Outcome

With the technology transformation under way, Arq could now focus on helping Belong improve their reporting and analytics processes and tools.

Leveraging Talend, Redshift, Tableau, and several additional AWS products and services, we built out the supporting stack while simultaneously introducing an advanced governance structure designed to enhance the flow of information through the organisation.

The adoption of agile practices resulted in an almost immediate uplift in improved business decision making.

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Case Studies

Making Australia more medicinewise

Making Australia more Medicinewise

Project Background

NPS MedicineWise provide independent, evidence-based practical tools and information about medicines, health conditions and medical tests. Our team worked closely with NPS MedicineWise to deliver the MedicineWise app for iPhone and Android. The MedicineWise app lets users keep an up-to-date list of all the medicines and provides reminders about when to take them with the objective of improving health outcomes.

Solution

Features

MedicineWise app for iPhone and Android has the following features:
  • Barcode scan your medicines or select from a pick list
  • Follow links to more medicine and health information on the NPS MedicineWise website
  • Edit, update and print an easy-to-read Medicines List
  • Set alarms for medicine doses
  • Set calendar alerts for refilling prescriptions
  • Add details about your health conditions
  • Record details about your medical tests and results, and have your results graphed
  • Save your information as a PDF, and email the PDF to any email address

The Outcome

MedicineWise is the #1 app to help you manage medicine and health information for you and those you care for!

 

The app also features valuable information and for caregivers, supporting them in caring for themselves as well as others.

 

Scan or search for medication, create medicines list, schedule reminders, store & share health information and learn more about the medicine you take or give to others.

 

NPS MedicineWise is a not-for-profit health organisation, dedicated to creating a more MedicineWise Australia.

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About NPS

NPS MedicineWise was established in 1998 as the National Prescribing Service (NPS) Limited. Through two decades of continuous national leadership and services provided in the health sector, NPS MedicineWise remains committed to supporting quality use of medicines to improve health decisions and health and economic outcomes in Australia.

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Case Studies Culture Digital

Shop Ethical!

Shop Ethical!

App Development and Support

Project Background

Get the low-down on the environmental and social record of companies behind common brand names. Shop at the supermarket with a clear conscience!

The most popular digital guide to ethical shopping in Australia, Shop Ethical!, a collaboration between us and the Ethical Consumer Group, has been completely redesigned to provide consumers with the easiest way to make informed purchasing decisions.

Solution

The Shop Ethical! app features the most up to date data from the Ethical Consumer Guide including two new categories, Meat and Toys plus many other additions.

  • Additional Important Issues added
  • Animal Ingredients information by product type
  • Improved company assessment display
  • Improved Industry Alert display

The Outcome

The app features a refined new look and a new feature that allows for for updated data to be downloaded over the air without requiring an app update. The Shop Ethical! app provides consumers instant access to over 3,800 products with related company information and lets them make an informed and ethical decision whenever they shop. By shopping ethically consumers can send a strong message for change and help support the practices that make our world a better place to live in.

The Shop Ethical! app uses the latest data from the Ethical Consumer Guide website (ethical.org.au) and is also available as a book, The Guide to Ethical Supermarket Shopping. Company ratings are based on information gathered from over 30 sources including the work of organisations such as Greenpeace, Choose Cruelty Free, WWF, Responsible Shopper and Friends of the Earth.

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Case Studies

Helping Landmark get the lay of the land

Helping Landmark
get the lay of the land

Project Background

As Australia’s largest distributor of fertiliser and farming merchandise, Landmark creates and digests a lot of data. With 100,000 clients, across 400 locations, they were using three main IT partners to manage their data, which was preventing Landmark from gaining a full picture of their data.

Over the years, their data – from yields, to fertiliser and chemical data, to soil and tissue samples and mapping data – had become siloed across the three providers, which meant Landmark couldn’t get the complete picture of their operations, and limiting their capacity to make strategic and tactical decisions.

TAKING BACK OWNERSHIP WITH AWS

Solution

To solve the problem, we proposed, and then built, an AWS Cloud Analytics platform that would allow them to take back ownership of their data, and make it fully integrated, easily accessible, and held in the one place. We then used Microsoft Power BI to draw insights from this data – so it became immediately useful, and able to play a major role in their decision-making.


The Outcome

Phase Two saw us integrate further data sources into the platform, as well as automating the extraction, processing and loading of the data so new information could be experienced in real time. We also took on the 24/7 management of the platform – with a helpdesk, end-to-end monitoring, and a configuration management service at platform and software levels – all within a single production environment.

Landmark is Australia’s leading agribusiness

Landmark Operations has more than 175 years of experience in delivering high quality agribusiness specialising in livestock, farm services, merchandise, fertiliser, real estate, insurance and wool.

Part of Australian agriculture, Landmark is the country’s leading supplier of rural merchandise and services. With services including merchandise, fertiliser, farm services, wool, livestock, finance, insurance and real estate, Landmark is committed to meet the needs of growing value through a world of innovation, practically applied.

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Case Studies Cloud Hosting

Bounce onto the Global stage

Bounce Inc. leaps onto the world stage

With highly successful seven locations across Queensland, South Australia, Victoria and Western Australia, Bounce Inc. has set its sights to enter new international markets to drive its global expansion.

Project Background

With highly successful seven locations across Queensland, South Australia, Victoria and Western Australia, Bounce Inc. has set its sights to enter new international markets to drive its global expansion. However, with facilities opening up across the globe the Australian company soon found that providing and managing digital services for multiple sites across different time zones was not straightforward.

“We were looking at expanding internationally starting with Dubai, but it soon became apparent that we needed a global solution,” said Eddie Tucker, Head of IT, Bounce Inc. “The key questions for us was how do we provide services to countries in different time zones, and how do we get real-time visibility and reporting by region to enable us to make accurate growth forecasts.”

Solution

Bounce Inc. sprang into action to search for a global hosting solution and selected Amazon Web Services (AWS). The decision was based on AWS’s track record for reliability plus the flexibility AWS offered for Bounce Inc. to quickly and easily add websites for new Franchises as its global footprint expanded. Additionally, AWS’s global support significantly reduced the challenge of managing operations in different time zones.

“There are a number of U.S. companies that provide this, but not to the extent that AWS offers. We agreed that AWS was our platform of choice and proceeded to identify a cloud service partner. After interviewing three AWS partners, we felt that Arq Group was the most fitting and professional,” said Tucker.

An AWS Premier Consulting Partner, Arq Group’s solution was to standardise the key components required to support each of Bounce Inc.’s new franchises. Each franchise was then aligned to one of three global AWS regions in order to pinpoint the website and booking engine closest to their customers and staff. By isolating to three regions, the team ensured that the company could leverage existing components where required, but also minimise the change windows to support the offshore and onshore support and development teams.

The Outcome

The AWS cloud hosting solution was first rolled out to Bounce Inc.’s Hong Kong, United Arab Emirates, Portugal and Thailand partners in 2015. Tucker described the implementation as simple and “painless” taking just a couple of weeks. “Overall the implementation team was efficient and we got fantastic support. Good communications channels between both parties ensured that any issues that arose were resolved quickly.”

Scalability and flexibility were key features of the solution that Tucker and his team appreciated. “As our business grew, AWS had the capacity to meet our growing requirements. We were able to easily upgrade our web and database services within minutes to high levels of capacity without incurring huge costs. The flexibility to increase and grow our services to meet the demands of our business is incredible,” he said.

In addition, Arq Group created a standardised approach to how new sites are deployed, managed and fit within Bounce Inc.’s launch activities. There was a clear demarcation of responsibilities with Arq Group to offer support relating to code and content whenever it was required. “Service is managed by AWS and Arq Group so we do not need service specialists internally and it frees up my team for activities that add value to our business. This is important because we don’t have a large in-house IT team given that we are a young company,” Tucker said.

Being able to enhance customers’ experience was also a huge bonus. “Overseas investors who want to set up Bounce in their own market will find that our ‘all-in-one’ IT solution is fuss-free. They don’t have to worry about a thing, and neither do we because it’s a scalable solution that we can monitor,” he said.

With the support from Arq Group, Bounce Inc.’s international expansion plan is on track. The company added two brand new countries, Sweden and Singapore in 2016, plus a number of additional venues in existing markets, with more new locations in the pipeline for 2017.