Redefining Internet Banking for Mobile-First Banks
How research redefined personas, challenged business assumptions, and shaped MVP features for a seamless migration of 215k+ users across three digital banks.
Client
Virgin Money | ME Bank | Bank of Queensland
Role
Lead Researcher | Service Designer
Scope
End to End Usability Testing | Design Iteration Based on Insights I Final Design Handover
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Stakeholders
Service Design Lead | Development Lead | Product Team
/ Context
The project aimed to build a scalable, secure, and user-centric Internet Banking platform aligned with the bank's broader digital transformation strategy. We needed to replace the outdated legacy systems used by many of our customers while accommodating multi-brand capabilities.
5
Complex Products, 3 Brands, 2 Platforms
10
%
Of Digital Bank Complaints Were Related to Bonus Interest
30
%
Of These Complaints Were from Virgin Money
70
%
Of These Complaints Were from MyBOQ App
How might we replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
These insights shifted our strategy from a strict mobile-first parity model to a more context-driven design — extending advanced features for Internet Banking, simplifying Mobile Banking flows, and tailoring functionality to user behaviours and expectations.
/ Design
First to launch: ME Bank Internet Banking — with MVP features shaped by user insights and research-led prioritisation.
Hover over the arrows to explore key improvements.
Before
After
/ Expected Impact (Post-Launch Metrics)
fff
-
Fewer Support Queries to Call Centre
+
Positive Shifts in App Ratings for All Brands
+
Consistent Tracker Engagement
+
Feature Adoption at Launch
/ Reflection
Aligning Across Stakeholders
Working with many stakeholders—some unfamiliar with the product—highlighted the need for clear, intentional communication. I learned to balance user needs with business goals while navigating complexity.
Designing for Simplicity
I found that product complexity often resisted change. Through this, I learned to advocate for simplicity—not just in the interface, but in the conversations—anchoring decisions in user clarity.
Navigating Conflict Constructively
When a peer reworked my design post-approval, I addressed it directly and respectfully. Escalating when needed, I stayed focused on outcomes, ensuring alignment and delivery without losing trust.
Redefining Internet Banking for Mobile-First Banks
How research redefined personas, challenged business assumptions, and shaped MVP features for a seamless migration of 215k+ users across three digital banks.
Client
Virgin Money | ME Bank | Bank of Queensland
Role
Lead Researcher | Service Designer
Scope
End to End Usability Testing | Design Iteration Based on Insights I Final Design Handover
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Stakeholders
Service Design Lead | Development Lead | Product Team
/ Context
The project aimed to build a scalable, secure, and user-centric Internet Banking platform aligned with the bank's broader digital transformation strategy. We needed to replace the outdated legacy systems used by many of our customers while accommodating multi-brand capabilities.
5
Complex Products, 3 Brands, 2 Platforms
10
%
Of Digital Bank Complaints Were Related to Bonus Interest
30
%
Of These Complaints Were from Virgin Money
70
%
Of These Complaints Were from MyBOQ App
How might we replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
These insights shifted our strategy from a strict mobile-first parity model to a more context-driven design — extending advanced features for Internet Banking, simplifying Mobile Banking flows, and tailoring functionality to user behaviours and expectations.
/ Design
First to launch: ME Bank Internet Banking — with MVP features shaped by user insights and research-led prioritisation.
Hover over the arrows to explore key improvements.
Before
After
/ Expected Impact (Post-Launch Metrics)
fff
-
Brands Evolved Through Strategic Design
+
Positive Shifts in App Ratings for All Brands
+
Consistent Tracker Engagement
+
Feature Adoption at Launch
/ Reflection
Aligning Across Stakeholders
Working with many stakeholders—some unfamiliar with the product—highlighted the need for clear, intentional communication. I learned to balance user needs with business goals while navigating complexity.
Designing for Simplicity
I found that product complexity often resisted change. Through this, I learned to advocate for simplicity—not just in the interface, but in the conversations—anchoring decisions in user clarity.
Navigating Conflict Constructively
When a peer reworked my design post-approval, I addressed it directly and respectfully. Escalating when needed, I stayed focused on outcomes, ensuring alignment and delivery without losing trust.
Redefining Internet Banking for Mobile-First Banks
How research redefined personas, challenged business assumptions, and shaped MVP features for a seamless migration of 215k+ users across three digital banks.
Client
Virgin Money | ME Bank | Bank of Queensland
Role
Lead Researcher | Service Designer
Scope
End to End Usability Testing | Design Iteration Based on Insights I Final Design Handover
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Stakeholders
Service Design Lead | Development Lead | Product Team
/ Context
The project aimed to build a scalable, secure, and user-centric Internet Banking platform aligned with the bank's broader digital transformation strategy. We needed to replace the outdated legacy systems used by many of our customers while accommodating multi-brand capabilities.
5
Complex Products, 3 Brands, 2 Platforms
10
%
Of Digital Bank Complaints Were Related to Bonus Interest
30
%
Of These Complaints Were from Virgin Money
70
%
Of These Complaints Were from MyBOQ App
How might we replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
These insights shifted our strategy from a strict mobile-first parity model to a more context-driven design — extending advanced features for Internet Banking, simplifying Mobile Banking flows, and tailoring functionality to user behaviours and expectations.
/ Design
First to launch: ME Bank Internet Banking — with MVP features shaped by user insights and research-led prioritisation.
Hover over the arrows to explore key improvements.
Before
After
/ Expected Impact (Post-Launch Metrics)
fff
-
Fewer Support Queries to Call Centre
+
Positive Shifts in App Ratings for All Brands
+
Consistent Tracker Engagement
+
Feature Adoption at Launch
/ Reflection
Aligning Across Stakeholders
Working with many stakeholders—some unfamiliar with the product—highlighted the need for clear, intentional communication. I learned to balance user needs with business goals while navigating complexity.
Designing for Simplicity
I found that product complexity often resisted change. Through this, I learned to advocate for simplicity—not just in the interface, but in the conversations—anchoring decisions in user clarity.
Navigating Conflict Constructively
When a peer reworked my design post-approval, I addressed it directly and respectfully. Escalating when needed, I stayed focused on outcomes, ensuring alignment and delivery without losing trust.