matchbox.studio
images.jpg

Customer experience design for everyday banking

Customer research, information architecture and UI design, and content strategy for everyday banking.

2014 / Senior UX Consultant / HeathWallace

westpac+mobile.jpg

Delivering a smooth account opening and verification experience

As Customer Experience Lead at Westpac I worked on four mobile and web products in a fast paced agile environment which saw our team deliver three products to market in nine months.

I worked with designers to define the information architecture, UI and content requirements for mobile and web apps, including this piece for Westpac BankWOW. This involved utilising the Westpac Global Experience Language (GEL) design system, crafting low and mid fidelity prototypes, engaging external agencies for research and testing, and resolving design problems.

One design problem illustrated here is the identity verification of Medicare card details, which required consideration about the best experience for the user on mobile, while working within development constraints.

 
IMG_4476.JPG

Customer-focused solutions for a property hub

I also helped develop a service prototype for a property hub, exploring hypotheses around:

  • Transparency about customer data and how property opportunities are calculated, to increase the likelihood of customer acquisition and sales conversion.

  • Timely and appropriate messaging and offers, also helping to build trust and understanding in the product.

  • Improving data capture and use of customer data to tailor recommendations, and improve customer service.

  • Reducing signup complexity and rates of abandonment.