Australian banking is defined by constant evolution. Some changes are bigger than others. The merger of Heritage Bank and People’s Choice Credit Union to form People’s First Bank was one of those – a coming together of two customer-owned banks with a simple mission: people first.

From the beginning, this project was guided by conversation rather than corporate language. We spoke with people from across the organisation as well as those outside it. What emerged were stories shaped by lived experience.

At its core, People First Bank is a deeply human institution. Its story of change and growth needed to be told in a clear, accessible voice – one that reflected the people behind the organisation. That approach guided every stage of the process: research, writing, editing and design. It also extended naturally into the creation of an institutional timeline film that sits alongside the book.

The anniversary book brings together imagery from both past and present, short stories rich with detail, and engaging interviews that reflect different eras of Australian banking. Together, they trace how the industry has shifted over time – and how the mergers that formed People First Bank brought reflection, reorganisation and a renewed sense of purpose.

Woven throughout the book are the voices of customers and employees, giving the history warmth and texture.

The multitasking queen

When the contact centre began Saturday morning operations in 1997, calls were few and far between. Pat Gargiulo, who began her career with the credit union in the 1980s, found a practical way to make use of the quiet time.

‘We didn’t have much to do during those Saturday shifts,’ recalls Pat’s colleague, Donna Hewett. ‘So Pat brought in her ironing board and headset and got her chores done while waiting for calls. She’d answer with a cheerful ‘Good morning, Savings and Loans!’, often switching to Italian halfway through – all while doing the ironing.’

‘When I first started, the switchboard had manual plugs,’ Pat recalls. ‘Staff could even smoke at their desks while serving customers. It’s amazing to think how far we’ve come – now we have digital banking and everything is right there on our phones.’

Explore the full project in or discover the book in person at selected People’s Choice branches.