Projects @ CBA
UX Design | Business Analysis
My role at CBA
For 10 weeks over the summer of 2022/23, I worked as a UX Design Intern at CBA in the Consumer Finance team. This team was responsible for developing client-facing products including personal loans and credit cards. I worked on 2 projects for the duration of this internship.
Given the confidential nature of these projects, I am only able to share a limited amount of information around my thought process and rationale.
Project 1: Business Analysis for Credit Score Calculators
Collect ideas on how we could improve our existing product offering (Credit Score Hub) in order to empower CommBank customers to have greater credit awareness.
Project Goal:
Project Team:
Alison Zhong (myself) & Victor Beltrame (Senior UX Designer)
Competitor and heuristic analysis was performed on a handful of credit providers to understand their service design and product offering, as well as uncover emerging trends. Key insights drawn from the research was that 3 major factors influenced the performance of credit score calculators, these were: information hierarchy, proof of identity process, insights + dashboard functions.
Project Summary:
Things to note:
Due to confidentiality, images and explanations may be limited.
Stage 1: Product Research + Selection
The first stage of this project was to select the right credit score calculators to compare. With so many products on the web, I had to find a un-biased method to narrow down my selection. To do this, I visited many product comparison websites (such as Canstar, Productreview) as well as external review channels & forums (Google reviews, App store & Reddit) to select a range of well-performing products.
These products were given general scores and ranged across the 3 biggest credit reporting bodies: Experian, Equifax and Illion.
Stage 2: Competitor Analysis
In this stage, I decided to take screenshots of every platform’s landing pages through web, web app and mobile app. I deconstructed each page to understand how information hierarchy might influence the general ratings of the platform.
Interestingly, the higher rated platforms prioritise visual real estate for 2 particular sections:
I. Information that would validate their platform (ie. testimonials, reviews, awards).
2. Educational information around credit scores.
Stage 3: Heuristic Analysis
In this stage, I went ahead and submitted a soft credit score check through my selected platforms and analysed the user experience through heuristic analysis. I found many sites had issues with status visibility and required a lot of time to perform proof of identity checks.
Stage 4: The Findings
I discovered that there were several factors that majorly influenced the product’s score and user experience. These could be bucketed into the 3 major stages of the credit score application process: Landing page, Application Process, Results page.
Insight 1: Information hierarchy in the landing page
Insight 2: Proof of identity process in the application process
Insight 3: Insights + Dashboard functionalities in the results page
Project 2: UX Design for Loan Initiative
Design a landing page for a CommBank Loan Initiative
Project Goal:
Alison Zhong (myself) & Victor Beltrame (Senior UX Designer)
Project Team:
Competitor research was initially performed to understand the existing lending landscape, including selecting comparative products and deconstructing their landing page and service design. I then proceeded with brainstorming some low-fidelity wireframes and added notes and ideas to them to validate my designs. After several feedback session, I iterated on these low-fidelity wireframes to produce high-fidelity mockups. These mockups were brought back to our SCRUM team at the end of my internship.
Project Summary:
Things to note:
Due to confidentiality, images and explanations may be limited.
