CommBank

My Role

Senior UX Designer. Following this project I went on to become VML Sydney's UX Director and redesigned websites for Auckland Savings Bank and Bankwest.

Background

The Commonwealth Bank of Australia are Australia's largest bank, ranked 10th globally based on market capital. They engage VML Sydney, the digital agency I worked for to completely redesign and rebuild their website.

Challenge

Poor navigation, search results, information architecture, mobile performance, and content were all contributing to a poor user experience. These factors resulted in inadequate online product originations and eroded CBA's brand reputation as Australia's leading, innovative bank, committed to assisting Australians in achieving their aspirations.

Goals

Relaunch website in 7-months
Improved customer and user experience
Mobile performance optimisation
Platform for launching new brand campaign

Research Methods

Heuristic Review
Competitor Analysis
Customer Interviews
Archetype and Personas
Customer Journey Mapping
Task Modelling
Concept Testing
Usability Testing

Design Activities

Research synthesis
Competitor analysis and best-in-class experience research
Information Architecture and Navigation Testing
Interaction Model
Wireframes and Prototypes

OKRs

Successfully relaunched website
350% increase in Personal Loan applications
Invited to redesign Auckland Savings Bank and Bankwest