Westpac
Tailoring the customer journey with property insights
Whether users are selling or keeping their current home, our tool helps them explore results for their personalised scenario.
The challenge
Helping customers explore options for their next home
The bank identified a trend: many existing customers selling their property weren't returning for their next home. The challenge was to improve the return rate from 23% to 40% by enhancing our calculators. We designed a new tool for home loan customers to explore their options when purchasing a new home. It showed how much equity they had in their current property, how they could use it, and what upfront costs to expect when buying or selling.
The design process
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Discovery workshop
Facilitated a stakeholder session to analyse the problem and align on what we should do and why.
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Wireframes
Sketched and mapped the full user journey from A to B, refining the solution.
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Mockups and feedback
Created mockups and gathered feedback from users and key teams, including product, development, sales and marketing.
Roles & responsibilities
Designing two customer scenarios: sell or keep their current property
The information would ultimately help customers get a better understanding of their equity for purchasing property and make better informed decisions towards their next property move.
- Discovery phase
- Defined key customer scenarios and journeys, then outlined the business vision and drivers.
- Stakeholder buy-in
- Presented proposed flows to the product team, aligning them with customer needs and mental models.
- Responsive mobile UI
- My goal for the calculator UX was to make inputs simple and keep results front and centre.
- Technical requirements
- Helped define the scope for MVP by documenting the UI interactions and functionality.
Wireframes
Influencing the final design
The team iterated on initial concepts through a co-create session, where I contributed the idea of enabling users to view multiple scenarios simultaneously. This input proved influential in shaping the overall customer experience.
Concept validation
Wireframe prototype and interaction design
The team collaborated with our internal research unit, and I designed and delivered the prototype used for validation in lean user testing sessions.
Visual design
Refining and delivering the design
During visual design, I worked closely with stakeholders to refine the UX/UI, then evolved the aesthetic and visual design for developer handover. I was also responsible for QA and providing feedback prior to launch.
Results
Introducing the Next Move tool
The Next Move tool launched in August 2019. Within the first 30 days, it delivered strong results, including a 14% increase in conversions and a 36% increase in pageviews. These early metrics highlighted both the demand for the tool and its effectiveness in helping customers explore their home loan options.
See it in the wild.
Launch website →