PROJECT 3%

Young Australians find it hard to buy homes due to high prices. Westpac offers a 3% interest rate on savings accounts for people under 30 to help them reach their goals faster.

Brief

To unwrap the complexity of the offer into simple component, merchandise the offer onsite and ensure the onsite experience is seamless for both new and existing customers.

Roles

UI Designer

Client

Westpac

Timeline

Late 2019 - Mid 2020

Offer eligibility: 

  • Age 18 - 30 and must hold a Westpac Choice (transaction) and Westpac Life (savings) accounts, 

  • 3% made up of 3 components; Base rate, Life bonus (grow your balance by the end of the month), and Spend&Save bonus (make 5 eligible transactions per month on attached debit card)

  • 3% only applies up to $30,000 in the Life savings account. After this amount you’ll earn the base and life bonus if savings balance had grown, otherwise only base rate will apply.

Working alongside another experience designer on the project, collaborated with product owners and optimization managers to identify customer segments and ensure clear communication. Using the "New to Bank" segment as a foundation, they conducted competitor research to enhance the approach. Through multiple brainstorming sessions, they strategized on content placement to effectively convey product information. Taking on the role of the main UI designer, we delved into refining the page layout within the confines of a rigid design system. Despite challenges in the component availability, we iterated on the UI design with input from the team to successfully incorporate all necessary information.

Customer Pain Points

In order to validate the relevancy of the information included in our initial draft, we engaged in user testing with a sample group of 8 individuals within the target age range. The objective was to align our content with customer preferences and instill them with the assurance to convert into product adopters.

Confusing 

grow v deposit, 1c v 1%, structure of the offer and products, 2 accounts, % I earn, base rate, $40 cash back deposit plus 5 different transactions. No participant was able to play back all the actions required to get the 3%

Hidden content

30K balance limit, fees per account

Transparency

what are eligible purchases? what happens if I don’t deposit? what happens if I want to withdraw money? how long is this offer going to last? what happens when the offer ends? how long to receive the $40 cash back? Help me visualise things better. Scenarios when you don’t meet a criteria, e.g. Xmas times when is hard to save. 

NTB - Campaign Landing page Copy 16.png
NTB - Campaign Landing page.png
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To improve our solution, we addressed key pain points by simplifying our copy and adopting a more customer-friendly tone. We have structured all requirements step by step, ensuring essential information is easily accessible. Despite challenges posed by a limited component library and compliance-related copy integration, we launched the project in July 2020.

Following the go-live date, we conducted user testing to enhance the user journey/experience. Through streamlined copy and improved visualization, we aim to make our platform more understandable and user-friendly.

Current Website >>>