Question Process Redesign and Process Redesign Heuristics (Bank Aotearoa) - Susan and Tony want to open a joint bank account at bank Aotearoa. Susan checks the website to see how to set up a joint bank account. On the website, it says that she and Tony either have to go to a bank Aotearoa branch or can set up the account on the phone, yet have to show their ID and proof of address at a branch anyways. Susan calls the call center of bank Aotearoa to set up their bank account, however the contact center employee advises her that she and her partner should set up each an individual account online first, then go to a branch where they need to show their IDs and proof of address and where the branch employee can then set up their joint bank account. This approach was not stated on the website, yet Susan and Tony follow the contact centers advice and each set up an individual account online with bank Aotearoa first. In doing so, they need to fill in an online form including their name, address, date of birth, and IRD number. They then drive to a bank Aotearoa branch to show their IDs and proof of address. The branch employee confirms their accounts yet advises them that they have to send their tenancy agreement which they provide as their proof of address to ID@bankaotearoa.co.nz as they dont have the printed version with them. The branch employee tells them that the team at bank Aotearoa first have to approve the tenancy agreement as proof of address before they can set up their joint bank account. Again, the information that was provided to them on the phone deviated from what Susan and Tony were told in the branch. Susan and Tony drive back home where Susan calls the contact center of bank Aotearoa again. The employee then confirms that all necessary documentation has been received and is able to set up the joint bank account of the couple. The following Tuesday, Susan receives an email that they didnt accept the tenancy agreement as proof of address and ask them to send an alternative one such as a utility bill or a bank statement from another bank.

Susan and Tony are quite frustrated by the experience, tell their friends about it and recommend choosing a different bank if they would like to set up a joint bank account.

Bank Aotearoa has seen a drop in new customers recently and reaches out to your BPM consultancy to improve their processes among others the setting up of a joint bank account process.

How would you improve the process to open a joint bank account? Please also state the business process redesign heuristics.