We ran a design sprint bringing together people from the business, data science, solution architecture, customer facing staff and UX design to quickly conceptualise concepts focusing on key customer needs.

We ran user needs analysis interviews along with testing various concepts to identify what would be the most helpful, engaging and user friendly design.

Savings goal feature engages customers to set up a goal (overcoming the intention action gap).

Beautiful animations were added using Lottie to motivate the user to select goals.

Goals focusing on building financial resilience were positioned at the top, followed by the most common goals such as travel, house deposit etc. Goals were identified based on past customer goal data.

Customers received a celebration when they achieved a goal.

We refined the Spend tracker so users could see their top spend category on the accounts main page.

This was part of an experiment to explore the types of interventions to effectively drive more informed spending behaviour to build financial resilience and reduce financial stress.

These screens are some of the most visited in among the bank’s 9 million customers, providing a valuable place to test, learn and scale approaches that customers find most helpful.

The work of our team enabled customers to categorise spending once and have all future transactions with a vendor be categorised in the same way. This reduced wasted time, effort and frustration among customers.

Our team’s visual designer also uplifted the iconography and overall visual design of these screens.

Informing customers about their spending to facilitate behaviour change was one of our the three key strategies we implemented to drive financial wellbeing. The strategies included 1) informing customers, 2) intervening or providing friction and 3) automating tasks to reduce cognitive load and drive outcomes.

Dean was heavily involved in a project to design in branch financial health checks for customers to help them understand their finances and ways to save.

Dean was also involved in the design of a system to help Financial hardship contact centre employees assist customers in need.

The in branch health checks was highly successful in terms of perceived value from customers and brand perceptions.

Redesign of the Personal loan application form had a very strong customer financial wellbeing focus to help ensure customers did not end up in financial hardship.

Dean was involved in a strategic project to reimagine services CommBank could provide to customers.

The project focussed on how the group could address 4 major health and social issues given the bank reaches nearly 10 million customers.

This purposeful design was an example of how organisations can engage customers on a deeper, less transactional level and have real social impact.

The project is still in progress.