Product and Service Design
NAB Internet Banking Modernisation
Modernising everyday internet banking around customer needs
At NAB, the work focused on making internet banking clearer, more intuitive and better aligned to the real tasks customers came to perform every day.
Selected project evidence
The work behind the outcome.
Research, journeys, prototypes and delivered outputs selected to show how the project moved from evidence to decision and delivery.
A modernisation concept brought together the overall direction for a more usable, customer-centred NAB internet banking experience.
Journey work connected everyday banking tasks, account management and transaction behaviours so the redesign could focus on the highest-value customer activities.
Research synthesis captured what customers were trying to do, where the existing experience broke down and which improvements would make the greatest difference.
Design playback material shows how insights, concepts, testing and iteration were used to move from customer evidence toward validated interaction and service improvements.
The opportunity
At NAB, the work focused on making internet banking clearer, more intuitive and better aligned to the real tasks customers came to perform every day.
My contribution
I helped lead customer research, concept development, design playback sessions and iterative prototyping across internet banking, with a strong focus on accounts, transactions and the overall customer experience.
Context and challenge
NAB was modernising its internet banking experience at a time when customer expectations were changing quickly. Everyday banking tasks such as checking balances, reviewing transactions, moving money and understanding account activity needed to feel clearer and easier, while still operating within the constraints of a complex financial-services environment.
The work was not limited to interface refresh. It involved understanding what customers were trying to do, where the current experience created friction and how design decisions could be validated before detailed delivery.
My role
- Contributed to customer research and synthesis across internet banking initiatives.
- Helped shape concepts and interaction directions for modernised banking experiences.
- Used design playback sessions to align stakeholders around insights, opportunities and design progress.
- Focused on high-frequency customer tasks, particularly accounts and transactions.
- Worked iteratively from insight to prototype and validation.
Design response
Start with customer tasks
Accounts and transactions are some of the most frequent and important activities in internet banking. The work therefore concentrated on helping customers scan, understand and act more easily within those journeys.
Use research to reduce design risk
Customer research findings were used to identify pain points, expectations and unmet needs. Rather than rely on opinion, the team used evidence to shape design priorities and to decide what needed to be simplified or rethought.
Make progress visible through design playbacks
Playback sessions created a practical way to align teams around the work in progress. They connected insights, proposed design directions and validation activity so decisions could be made with more confidence.
Iterate toward a clearer digital banking experience
Concepts and prototypes explored how internet banking could become more usable, more coherent and more supportive of everyday financial-management tasks without overwhelming the customer.
Outcome and impact
- A stronger evidence base for internet banking design decisions.
- Clearer concepts for accounts, transactions and related everyday banking tasks.
- Design playbacks that helped align stakeholders and maintain momentum.
- Validated experience improvements that could feed into ongoing modernisation work.
Why it matters
In digital banking, small moments of friction are repeated often. Making core tasks clearer and easier can improve trust, reduce effort and strengthen the overall customer relationship with the service.