ROLE

Led the design process for the overview app of the CBA App in July 2015, focusing on evolving the service and addressing internal customer pain points related to browsing and discovering market information.

CUSTOMER INSIGHTS & IDEATION

Worked alongside the project manager and senior designer to uncover insights and translate concepts into features that address customer behaviors and motivations.

EXPERIENCE STRATEGY & VISION

Developed sketches and prototypes to communicate vision, design principles, and content strategy. This facilitated idea alignment, stakeholder buy-in, and informed decision-making.

PLANNING & SCOPE DEFINITION

The product was defined in collaboration with the Senior Consultant in Accessibility, CX, and UI Development, ensuring alignment between customer needs and business goals. Features were prioritised and negotiated for launch and future iterations.

OVERSIGHT & COORDINATION

Worked closely with developers to ensure product features were effectively translated and adapted to the platform context.

DESIGN EXECUTION & VALIDATION

Designed for iOS and Android, executing user journeys, wireframes, prototypes, and flow diagrams to validate and refine the experience.

THE CHALLENGE

CREATE A BETTER EXPERIENCE. IT ALLOWS USERS TO UNDERSTAND THE MARKET FASTER AND MORE EFFICIENTLY

Previously, analysing the financial market was slow, complex, and not user-friendly.
The challenge was to evolve the experience to cater to three types of customers and provide the best tool for a clear market overview.
Commonwealth Bank played a key role in decision-making, working closely with stakeholders to develop a new product.

CUSTOMER INSIGHTS, The Discovery

Internal customer research was conducted to guide the planning phase.
These key insights shaped the direction and launch of the product.

MANAGEMENT (50-65 Y.O.)

This primary segment consists of customers who rely on graphical representations without additional data.

MID LEVEL (38-52 Y.O.)

Customers are only interested to see the breaking points quickly to make the right decisions.

ANALYSIS TEAM (28-45 Y.O.)

Sensitivity analysis was the motivating factor for customers receiving all information about the big data.

LOW HI PROTOTYPING WAS THE MOST EFFECTIVE WAY TO GAIN MEANINGFUL FEEDBACK.

Each feature phase involved cycles of requirements, consensus, approvals, detailed specifications, and handoffs.

The process started with sketching and whiteboarding concepts and flows alongside UX, IA, and accessibility partners before translating them into high-fidelity design comps. Given the reliance on existing design patterns, transitioning directly into high-fidelity designs was straightforward.

Next, the comps were sliced and assembled into a prototype tool. Early stages focused on high-risk areas of the design, while later phases refined micro-interactions, developed in Axure.

Prototyping efficiently gathered valuable feedback from the team, secured stakeholder consensus, and gained senior leadership approval. These prototypes were easily distributed as videos and repurposed for usability testing.

USER JOURNEYS, USER PERSONAS, AND VISUAL DESIGN SPECS & KEYLINES

Detailed Specs

Detailed documentation was created to communicate requirements to the development team and support accessibility partners in writing test cases.
These deliverables included the CX spec, which outlined requirements and customer journeys, and the visual design spec & keylines, which defined the design system.
Additionally, complementary documentation was explored to convey animation and timing keyframes for interactions.

THE LAUNCH WAS SEAMLESS—A REMARKABLE ACHIEVEMENT GIVEN THE SCALE AND COMPLEXITY OF THE DEPLOYMENT.

Pulling The Trigger

“WE HAD FINALLY CREATED THE MINIMAL DESIRABLE EXPERIENCE FOR OUR CUSTOMERS.”
Senior Executive at CBA

5

Workshops

66

Wireframes

9

Prototypes

THANKS FOR WATCHING!

Let’s Work Together?

Contact Us