Westpac bank required a digital experience that would allow customers to view the status of their financial applications, upload documents, and digitally sign financial contracts.

Brief.

Westpac, one of Australia’s top four banks, were embarking on a large scale enterprise wide digital transformation project. Whilst replacing over a hundred backend systems with one simple platform, the bank used this an opportunity to also simplify the customer facing front end experience.

By far the biggest pain point for customers, was the inability to be able to see the progress and status of their online applications. After submitting an application for a financial product, the only way for a customer to check how the application was progressing was to either make a phone call or visit a local branch. This wasted valuable time for both the customer and bankers.

The brief was to design a user interface for responsive online software that allowed customers to track their inflight financial applications, upload documents and digitally sign contracts, anywhere at anytime.

Design.

The overall visuals build on the design work from the Westpac Originations project. Utilising the clean and simple design patterns established. Here the principle of simplicity is continued and drive the design.

Simple minimal headlines, tasks and actions allow the customer to clearly focus on precise information and easy to understand things to do. Clean visual lines guide the customer to their next task. Simple, yet bold supporting icons give customers an overview of the application status at a glance.

Results.

Following the implementation of the design for the Application Tracker, Westpac saw a significant reduction in customer enquires regards their application status. This in turn saved valuable time for bankers, allowing them to be able to focus on building better relationships with new and current clients. The ability for customers to upload documents and digitally accept loan offers online received positive customer feedback.