Modernising business banking experiences

Westpac business banking

Client

Westpac Bank, New Zealand

Services

Customer Research Usability Testing User Experience User Interface Design

Industries

Banking

Date

2019

“It's neat and tidy. It's good. We want things to be simple, this portal is professional.” Westpac business banking customer

Problem

Westpac’s business banking platform was struggling to meet customer expectations due to a dated interface, confusing product naming, and visual overlap with its consumer banking platform. Customers expressed frustration with the lack of differentiation, inconsistent naming conventions, and the use of Westpac red as a primary interaction color, which created anxiety during transactions. Feedback described the platform as antiquated, unintuitive, and lacking a professional, modern feel. These issues called for a redesign to create a distinct, user-friendly, and confidence-inspiring business banking experience.

Solution

To address these challenges, the redesign process was grounded in a strong partnership with a UX Researcher, ensuring that all design decisions were informed by comprehensive customer insights and usability testing. Together, we conducted research to identify core pain points, revealing the need for clearer product naming, a unique visual identity, and an updated, modern interface. These findings informed the decision to rename the platform 'Business Online Banking,' a clear and descriptive title that eliminated ambiguity. The visual design was reimagined to create a distinct identity for business banking. A charcoal color palette was introduced, replacing Westpac red for interaction points. This new palette conveyed professionalism, elegance, and clarity while addressing customer concerns about anxiety during transactions. Usability improvements included redesigned fonts, layouts, and navigation to create a more intuitive and user-friendly experience. Working alongside the UX Researcher, we integrated feedback loops into the redesign process. Regular usability testing and customer feedback sessions ensured that updates directly addressed user needs and expectations. This collaborative, research-driven approach guided the creation of a platform that was both functional and aligned with user preferences.

Key design decisions

Simplified naming

Renaming the platform to Business Online Banking provided clarity and aligned with user expectations.

Charcoal colour palette

Replacing Westpac red with a modern, professional colour scheme reduced transaction anxiety and enhanced usability.

Improved usability

Updated navigation, fonts, and layouts created an intuitive, user-friendly experience that resonated with business users.

Impact

The collaboration of a research specialist and design team resulted in a modern, intuitive, and professional business banking platform. The clear and distinct identity established through the new name and visual design significantly reduced confusion and enhanced usability. The charcoal colour palette replaced Westpac red, fostering a sense of professionalism and reducing transaction anxiety. Customers consistently praised the clean, simple, and user-friendly design, which directly addressed their feedback and aligned with their needs. The platform now delivers a seamless and confidence-inspiring digital banking experience that meets the expectations of business users.

Key takeaways

Research-driven design

Partnering with a research specialist ensured the redesign addressed customer pain points and was informed by usability insights.

Clear differentiation

Establishing a distinct visual identity and simplified naming conventions created a professional and user-centered platform.

Continuous feedback

Integrating usability testing and feedback loops throughout the redesign process aligned updates with customer expectations.