Untangling Bonus Interest Tracking
A research-informed visual tracker for Virgin Money, ME Bank, and myBOQ that gave customers clear visibility into their progress and next steps — boosting clarity and reducing support calls.
Client
Virgin Money | ME Bank | Bank of Queensland
Role
Lead Researcher | UX/UI Designer
Scope
End-to-End Concept Testing | MVP Feature Prioritisation | Service Blueprint & Discovery Research Contributions
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Stakeholders
Product Lead | Development Lead | Design Lead | Compliance Team
/ Context
Customers frequently called the Call Centre, frustrated about missing their bonus interest without knowing why. Our analysis showed that lack of clear tracking in the app, combined with complex eligibility criteria, led to confusion, high call volumes, and negative app ratings.
3
Brands, Mobile-First Strategy. What features make the MVP cut? What stays on web?
2
Legacy Banking Platforms Outdated, costly, and overdue for retirement.
33
%
Customers Aged 66+ with Income < AUD 100K Accessibility and trust were non-negotiable.
215,042
Customers to Migrate with Minimal friction while maintaining their confidence and trust.
How might we replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
/ Discovery
Experience Mapping
We mapped the product criteria and user journey to identify friction points in tracking bonus interest. By analysing app interactions, call centre logs, and user feedback, we uncovered transparency gaps that led to confusion and high support demand. These insights shaped our design hypothesis.
Competitors Analysis
We reviewed competitor banking apps to benchmark best practices for tracking interest. This helped identify missing features and UI patterns that could improve clarity and self-sufficiency for users.
Prototyping
We then designed a series of prototypes in preparation for usability testing.
Task-Centric Mental Models
Theme
Users preferred Internet Banking for complex, information-heavy tasks—demanding clarity and control.
Insight
Feature Expectations
Theme
Users wanted advanced tools on desktop—search, filters, personalisation—not just mobile parity.
Insight
Password-Less Login
Theme
Users favoured secure, seamless login over traditional passwords—accessibility and ease won.
Insight
Support Preferences
Theme
In-app chat beat call centers for quick help; calls were reserved for complex needs.
Insight
Usability Testing
As the Lead Researcher, I planned and led end-to-end usability testing—recruiting participants via Chitchat and guiding 6 users through moderated sessions to test 8 prototypes. Using Dovetail, I uncovered key insights that validated our hypothesis and informed impactful design iterations, optimising the user experience.
Users loved the visual tracker, but struggled to piece together fragmented copy, navigate the cluttered layout, and follow unclear instructions.
/ Design
Redesigned for clarity, usability, and actionability
Leading design iterations, I transformed tested prototypes into final layouts for each of the three brands, integrating usability research insights.
Edge Cases
We designed for inclusivity, addressing edge cases like welcome bonuses and under-18 accounts to ensure a seamless experience for all users.
Design Hand-off
I collaborated closely with the product team, developers, and a senior UI designer to align with the design system and ensure technical feasibility.
/ Impact
Refined Personas & Mental Models
We moved away from age- and demographic-based personas, focusing instead on users’ task mindsets. Internet Banking users valued depth and detail; Mobile Banking users preferred speed and simplicity for quick wins like alerts.
Feature Expansion vs Feature Parity
We shifted from a rigid mobile-first approach to a context-first strategy. Desktop became the hub for heavy-lift tasks; mobile stayed lean for on-the-go needs. Each platform played to its strengths.
Increased User Satisfaction
Designs grounded in real user needs led to higher confidence, reduced contact center dependency, and a smoother migration experience—without compromising trust.
/ Reflection
Reusable Research Templates
Post-project, I built standardised Dovetail templates and global tagging systems. These cut synthesis time and made cross-project collaboration seamless.
Upgraded Playback & Insights
I redesigned the playback format, adding a section for core user pain points and behavior patterns. This made findings easier to action and improved design alignment across teams.
Deeper Stakeholder Alignment
We hosted inclusive workshops that invited candid feedback and collective decisions. This nurtured trust and elevated the research culture across the org.
Untangling Bonus Interest Tracking
A research-informed visual tracker for Virgin Money, ME Bank, and myBOQ that gave customers clear visibility into their progress and next steps — boosting clarity and reducing support calls.
Client
Virgin Money | ME Bank | Bank of Queensland
Role
Lead Researcher | UX/UI Designer
Scope
End-to-End Concept Testing | MVP Feature Prioritisation | Service Blueprint & Discovery Research Contributions
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Stakeholders
Product Lead | Development Lead | Design Lead | Compliance Team
/ Context
Customers frequently called the Call Centre, frustrated about missing their bonus interest without knowing why. Our analysis showed that lack of clear tracking in the app, combined with complex eligibility criteria, led to confusion, high call volumes, and negative app ratings.
3
Brands, Mobile-First Strategy. What features make the MVP cut? What stays on web?
2
Legacy Banking Platforms Outdated, costly, and overdue for retirement.
33
%
Customers Aged 66+ with Income < AUD 100K Accessibility and trust were non-negotiable.
215,042
Customers to Migrate with Minimal friction while maintaining their confidence and trust.
How might we replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
/ Discovery
Experience Mapping
We mapped the product criteria and user journey to identify friction points in tracking bonus interest. By analysing app interactions, call centre logs, and user feedback, we uncovered transparency gaps that led to confusion and high support demand. These insights shaped our design hypothesis.
Competitors Analysis
We reviewed competitor banking apps to benchmark best practices for tracking interest. This helped identify missing features and UI patterns that could improve clarity and self-sufficiency for users.
Prototyping
We then designed a series of prototypes in preparation for usability testing.
Task-Centric Mental Models
Theme
Users preferred Internet Banking for complex, information-heavy tasks—demanding clarity and control.
Insight
Feature Expectations
Theme
Users wanted advanced tools on desktop—search, filters, personalisation—not just mobile parity.
Insight
Password-Less Login
Theme
Users favoured secure, seamless login over traditional passwords—accessibility and ease won.
Insight
Support Preferences
Theme
In-app chat beat call centers for quick help; calls were reserved for complex needs.
Insight
Usability Testing
As the Lead Researcher, I planned and led end-to-end usability testing—recruiting participants via Chitchat and guiding 6 users through moderated sessions to test 8 prototypes. Using Dovetail, I uncovered key insights that validated our hypothesis and informed impactful design iterations, optimising the user experience.
Users loved the visual tracker, but struggled to piece together fragmented copy, navigate the cluttered layout, and follow unclear instructions.
/ Design
Redesigned for clarity, usability, and actionability
Leading design iterations, I transformed tested prototypes into final layouts for each of the three brands, integrating usability research insights.
Edge Cases
We designed for inclusivity, addressing edge cases like welcome bonuses and under-18 accounts to ensure a seamless experience for all users.
Design Hand-off
I collaborated closely with the product team, developers, and a senior UI designer to align with the design system and ensure technical feasibility.
/ Impact
Refined Personas & Mental Models
We moved away from age- and demographic-based personas, focusing instead on users’ task mindsets. Internet Banking users valued depth and detail; Mobile Banking users preferred speed and simplicity for quick wins like alerts.
Feature Expansion vs Feature Parity
We shifted from a rigid mobile-first approach to a context-first strategy. Desktop became the hub for heavy-lift tasks; mobile stayed lean for on-the-go needs. Each platform played to its strengths.
Increased User Satisfaction
Designs grounded in real user needs led to higher confidence, reduced contact center dependency, and a smoother migration experience—without compromising trust.
/ Reflection
Reusable Research Templates
Post-project, I built standardised Dovetail templates and global tagging systems. These cut synthesis time and made cross-project collaboration seamless.
Upgraded Playback & Insights
I redesigned the playback format, adding a section for core user pain points and behavior patterns. This made findings easier to action and improved design alignment across teams.
Deeper Stakeholder Alignment
We hosted inclusive workshops that invited candid feedback and collective decisions. This nurtured trust and elevated the research culture across the org.
Untangling Bonus Interest Tracking
A research-informed visual tracker for Virgin Money, ME Bank, and myBOQ that gave customers clear visibility into their progress and next steps — boosting clarity and reducing support calls.
Client
Virgin Money | ME Bank | Bank of Queensland
Role
Lead Researcher | UX/UI Designer
Scope
End-to-End Concept Testing | MVP Feature Prioritisation | Service Blueprint & Discovery Research Contributions
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Stakeholders
Product Lead | Development Lead | Design Lead | Compliance Team
/ Context
Customers frequently called the Call Centre, frustrated about missing their bonus interest without knowing why. Our analysis showed that lack of clear tracking in the app, combined with complex eligibility criteria, led to confusion, high call volumes, and negative app ratings.
3
Complex Products, 3 Brands, 2 Platforms
2
Legacy Banking Platforms Outdated, costly, and overdue for retirement.
33
%
Customers Aged 66+ with Income < AUD 100K Accessibility and trust were non-negotiable.
215,042
Customers to Migrate with Minimal friction while maintaining their confidence and trust.
How might we replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
/ Discovery
Experience Mapping
We mapped the product criteria and user journey to identify friction points in tracking bonus interest. By analysing app interactions, call centre logs, and user feedback, we uncovered transparency gaps that led to confusion and high support demand. These insights shaped our design hypothesis.
Competitors Analysis
We reviewed competitor banking apps to benchmark best practices for tracking interest. This helped identify missing features and UI patterns that could improve clarity and self-sufficiency for users.
Prototyping
We then designed a series of prototypes in preparation for usability testing.
Task-Centric Mental Models
Theme
Users preferred Internet Banking for complex, information-heavy tasks—demanding clarity and control.
Insight
Feature Expectations
Theme
Users wanted advanced tools on desktop—search, filters, personalisation—not just mobile parity.
Insight
Password-Less Login
Theme
Users favoured secure, seamless login over traditional passwords—accessibility and ease won.
Insight
Support Preferences
Theme
In-app chat beat call centers for quick help; calls were reserved for complex needs.
Insight
Usability Testing
As the Lead Researcher, I planned and led end-to-end usability testing—recruiting participants via Chitchat and guiding 6 users through moderated sessions to test 8 prototypes. Using Dovetail, I uncovered key insights that validated our hypothesis and informed impactful design iterations, optimising the user experience.
Users loved the visual tracker, but struggled to piece together fragmented copy, navigate the cluttered layout, and follow unclear instructions.
/ Design
Redesigned for clarity, usability, and actionability
Leading design iterations, I transformed tested prototypes into final layouts for each of the three brands, integrating usability research insights.
Edge Cases
We designed for inclusivity, addressing edge cases like welcome bonuses and under-18 accounts to ensure a seamless experience for all users.
Design Hand-off
I collaborated closely with the product team, developers, and a senior UI designer to align with the design system and ensure technical feasibility.
/ Impact
Refined Personas & Mental Models
We moved away from age- and demographic-based personas, focusing instead on users’ task mindsets. Internet Banking users valued depth and detail; Mobile Banking users preferred speed and simplicity for quick wins like alerts.
Feature Expansion vs Feature Parity
We shifted from a rigid mobile-first approach to a context-first strategy. Desktop became the hub for heavy-lift tasks; mobile stayed lean for on-the-go needs. Each platform played to its strengths.
Increased User Satisfaction
Designs grounded in real user needs led to higher confidence, reduced contact center dependency, and a smoother migration experience—without compromising trust.
/ Reflection
Reusable Research Templates
Post-project, I built standardised Dovetail templates and global tagging systems. These cut synthesis time and made cross-project collaboration seamless.
Upgraded Playback & Insights
I redesigned the playback format, adding a section for core user pain points and behavior patterns. This made findings easier to action and improved design alignment across teams.
Deeper Stakeholder Alignment
We hosted inclusive workshops that invited candid feedback and collective decisions. This nurtured trust and elevated the research culture across the org.