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 | New Feature Recommendation & Iteration Based on Insights
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 We needed to replace the outdated legacy systems used by many of our customers while accommodating multi-brand capabilities.
<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How might we replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
/ Design
First to launch: ME Bank Internet Banking — with MVP features shaped by user insights and research-led prioritisation.
/ Impact
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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.
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 | New Feature Recommendation & Iteration Based on Insights
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.
<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 replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
/ Design
First to launch: ME Bank Internet Banking — with MVP features shaped by user insights and research-led prioritisation.
/ Impact
fff
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.
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 | New Feature Recommendation & Iteration Based on Insights
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.
<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 replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
/ Design
First to launch: ME Bank Internet Banking — with MVP features shaped by user insights and research-led prioritisation.
/ Impact
fff
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.