Westpac
In this project I redesigned the Westpac banking app to provide a seamless credit card payment experience. The objective was to enhance the digital experience for Westpac customers, making it easier to understand and manage their credit card bills.
As the UX and lead UI designer, I conducted user research to identify pain points and opportunities. I then led the team in creating high-fidelity prototypes for testing, ensuring the final design met user needs while aligning with business goals.
Client
Westpac
Type
Product Design
Year
2022
Process
Conducting in-depth user research
The project started with user research to understand how customers interact with the banking app for credit card payments. This included surveys and user interviews to uncover the key factors influencing payment behaviours and preferences.
Journey mapping to highlight pain points
Using research insights, we mapped the user journey to focus on the Autopay feature. Special attention was given to improving customer understanding of Autopay and making the setup process clearer, ensuring users knew how it impacted their payment options.
Prototyping and testing
As the UI lead, I designed a clickable prototype of the updated Autopay feature. Through task-based unmoderated user testing followed by short interviews, we validated that the new designs made it significantly easier for users to understand and set up Autopay.
Outcome
Customers could seamlessly discover, understand, and activate the Autopay feature, empowering them to manage credit card payments with ease through a clear and reliable self-service experience.
