Redesigning The
Customer Experience.

Client: NAB
Pillars: Design

NAB needed to clean up and standardise their online UI and UX to better deliver high-quality customer service. NAB engaged Appscore to develop consistency across their forms for both bankers and customers, as well as creating a brand new design language.

• Designed and implemented a self-service form creator
• Created a new design language
• Developed consistency of experience across forms for bankers and customers.

Identifying a decline in user satisfaction across UI platforms, NAB embarked on a deep dive into their existing processes and their consistency between internal and external systems. Stark contrasts between user-facing forms and staff-facing forms was restricting effective communication with the customer.

In need of a total redesign, and without capability to perform the task in-house, NAB approached Appscore to share their knowledge of design-led endeavours to workshop a solution to their business problems.

Opening a discovery phase, we first focused our attention on the inconsistencies between customer and staff-facing forms. The form systems to apply for credit cards and personal loans varied widely between customers and employees. As a priority we began usability testing, customer interviews and affinity maps to determine the major pain points.

With a wealth of knowledge from workshopping during the discovery phase, our UI and UX team were augmented into the NAB workplace.

Without the internal resources to implement the sweeping changes, our developers worked alongside the NAB platform and business owners to redesign their digital form solution. This included running A/B testing, creating personas, writing affinity diagrams and journey mapping.