How implementing a design-led strategy helped transform BPAY Group

BPAY Group’s journey from bill paying service to a diverse portfolio of brands beyond payments is a great example of how a design-led strategy can transform a traditional business and lead to a Gold Good Design Award.
BPAY Group has leveraged design thinking to drive an extraordinary corporate transformation. In just three years they have expanded from Australia’s most trusted bill payments provider, to a leader in real-time payments and financial services innovator by launching two start-ups, and multiple other innovations.

A transformation strategy, placing people - customers, partners, staff - at the centre of everything they do was adopted.

“We wanted to embed innovation into our organisation and develop this capability in our people to transform our culture,” says Keith Brown, BPAY Group’s GM of Scheme, Product and Business Development.

“Continuous innovation within BPAY Group and with our partners, members and customers has been a key priority for our business in order to provide more value back to them,” he adds.

BPAY Group partnered with Tobias to implement an innovation framework, which was design-led and leveraged Human-Centred Design methods and frameworks. The project has built capability across the organisation and is a key example of how strategic design and design thinking are relevant for every sector and industry.

As a result, BPAY Group has received a prestigious Good Design Award Gold Accolade in the Design Strategy category at the 61st annual Good Design Awards Ceremony for their ‘Strategic Design Driven Transformation - Placing People at the Centre’ project. The awards recognise outstanding design and innovation.

“This is a great example of where strategic design and design thinking has been introduced to an organisation and resulted in a real and tangible outcome,” the Good Design Awards Jury noted.

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