Client
  • Commonwealth Bank
Year
  • 2016
Role
  • Interface Designer
Deliverables
  • Customer journey mapping
  • Prototyping
  • Illustration
  • User Interface

Enabling customers to open accounts for the first time within the Commbank App

The problem space

  • There is currently no dedicated experience in the CommBank app for non CBA customers to originate a new smart access account
  • For the bank this means potential lost business. For our customers who want to join the bank through the app they can’t and as such may move to other banks that can.
  • Customers who download the CommBank app but are currently non-ECV verified are unable to access the app until they ECV themselves in a different channel. Currently this is not communicated to customers in the CommBank app and can lead to customers believing the app does not work or their account has not been created properly

The opportunity

  • Capture a new cohort of potential customers who want to join CBA via the CommBank App
  • Surprise and delight them with the speed and simplicity of opening and account leading them to become quality
  • Lower the drop out rate on ECV by allowing Non ECV verified customers to verify via the CommBank app

Making 32 form fields feel effortless

Complimenting the retail experience

Getting accounts to quality