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 Usability Testing | New Feature Recommendation & Iteration Based on Insights
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.
<1
%
of all transactions are automated, highlighting heavy reliance on manual payments.
>99
%
of transactions are handled manually, creating friction and lost time in repeat payments.
50
%
of manual transactions are abandoned partway due to a clunky payment flow.
How might we help customers stay on track to earn their bonus — without needing to call for help?
/ 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.
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.
Recent Payees Over Favourites
Theme
“I don’t want to create favourites. I just want the app to remember who I paid last time.”
User Feedback
The Rise of PAYID
Theme
“I use PAYID almost every time, have to enter it every time I send money. It would be much easier if I could just save it like a regular account.”
User Feedback
Variable Payment Patterns
Theme
“I like the idea of saving the person’s details, but I don’t always send the same amount. I’d rather just see my recent payees.”
User Feedback
Users loved the visual tracker, but struggled to piece together fragmented copy, navigate the cluttered layout, and follow unclear instructions.
Prototyping
We then designed a series of prototypes in preparation for usability testing.
/ 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
Success will be measured post-launch using the indicators below:
Increased Efficiency
Users could now easily access recent payees, reducing time spent re-entering details and making transactions smoother.
Boost in PAYID Usage
The ability to save PAYID info improved user engagement and consistency in usage.
Higher User Satisfaction
Usability testing revealed strong user interest in the improvements, particularly the ease of finding and using recent payees—pointing to a smoother, more intuitive payment flow.
/ Reflection
Navigating Stakeholder Expectations
With varied perspectives and limited product context in the room, I led with research-backed recommendations that balanced user needs with business priorities. By grounding decisions in evidence, I helped align stakeholders and bring clarity to the path forward.
Doing More with Less
I piggybacked on an existing usability study, slotting this feature in to gather key insights—ensuring we stayed evidence-led, resource-savvy, and on schedule.
Maturing Research in Agile Teams
This case helped elevate research maturity—demonstrating that good insights save time and guide smarter product decisions.
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 Usability Testing | New Feature Recommendation & Iteration Based on Insights
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.
<1
%
Complex Products, 3 Brands, 2 Platforms
>99
%
of transactions are handled manually, creating friction and lost time in repeat payments.
50
%
of manual transactions are abandoned partway due to a clunky payment flow.
How might we help customers stay on track to earn their bonus — without needing to call for help?
/ 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.
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.
Recent Payees Over Favourites
Theme
“I don’t want to create favourites. I just want the app to remember who I paid last time.”
User Feedback
The Rise of PAYID
Theme
“I use PAYID almost every time, have to enter it every time I send money. It would be much easier if I could just save it like a regular account.”
User Feedback
Variable Payment Patterns
Theme
“I like the idea of saving the person’s details, but I don’t always send the same amount. I’d rather just see my recent payees.”
User Feedback
Users loved the visual tracker, but struggled to piece together fragmented copy, navigate the cluttered layout, and follow unclear instructions.
Prototyping
We then designed a series of prototypes in preparation for usability testing.
/ 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
Success will be measured post-launch using the indicators below:
Increased Efficiency
Users could now easily access recent payees, reducing time spent re-entering details and making transactions smoother.
Boost in PAYID Usage
The ability to save PAYID info improved user engagement and consistency in usage.
Higher User Satisfaction
Usability testing revealed strong user interest in the improvements, particularly the ease of finding and using recent payees—pointing to a smoother, more intuitive payment flow.
/ Reflection
Navigating Stakeholder Expectations
With varied perspectives and limited product context in the room, I led with research-backed recommendations that balanced user needs with business priorities. By grounding decisions in evidence, I helped align stakeholders and bring clarity to the path forward.
Doing More with Less
I piggybacked on an existing usability study, slotting this feature in to gather key insights—ensuring we stayed evidence-led, resource-savvy, and on schedule.
Maturing Research in Agile Teams
This case helped elevate research maturity—demonstrating that good insights save time and guide smarter product decisions.
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 Usability Testing | New Feature Recommendation & Iteration Based on Insights
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.
<1
%
of all transactions are automated, highlighting heavy reliance on manual payments.
>99
%
of transactions are handled manually, creating friction and lost time in repeat payments.
50
%
of manual transactions are abandoned partway due to a clunky payment flow.
How might we help customers stay on track to earn their bonus — without needing to call for help?
/ 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.
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.
Recent Payees Over Favourites
Theme
“I don’t want to create favourites. I just want the app to remember who I paid last time.”
User Feedback
The Rise of PAYID
Theme
“I use PAYID almost every time, have to enter it every time I send money. It would be much easier if I could just save it like a regular account.”
User Feedback
Variable Payment Patterns
Theme
“I like the idea of saving the person’s details, but I don’t always send the same amount. I’d rather just see my recent payees.”
User Feedback
Users loved the visual tracker, but struggled to piece together fragmented copy, navigate the cluttered layout, and follow unclear instructions.
Prototyping
We then designed a series of prototypes in preparation for usability testing.
/ 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
Success will be measured post-launch using the indicators below:
Increased Efficiency
Users could now easily access recent payees, reducing time spent re-entering details and making transactions smoother.
Boost in PAYID Usage
The ability to save PAYID info improved user engagement and consistency in usage.
Higher User Satisfaction
Usability testing revealed strong user interest in the improvements, particularly the ease of finding and using recent payees—pointing to a smoother, more intuitive payment flow.
/ Reflection
Navigating Stakeholder Expectations
With varied perspectives and limited product context in the room, I led with research-backed recommendations that balanced user needs with business priorities. By grounding decisions in evidence, I helped align stakeholders and bring clarity to the path forward.
Doing More with Less
I piggybacked on an existing usability study, slotting this feature in to gather key insights—ensuring we stayed evidence-led, resource-savvy, and on schedule.
Maturing Research in Agile Teams
This case helped elevate research maturity—demonstrating that good insights save time and guide smarter product decisions.