A multiplatorm international payments tracker
About the project
Retail and business banking customers who made an International Payment on NetBank, CommBank App or CommBiz had no visibility of where there money is once it’s been processed.
Customers could request to trace their payment but this is met with a $25 fee and could take up to 5 days to trace. This was one of our top complaints drivers.
CommBank were really behind the ball and international payments product offering wass becoming less competitive with the rise of competitors such as Wise and Revolut.
The team
Experience designer (me), UI designer
Platform
Web, mobile
Tools
Figma, Confluence
Timeline
6 months
My role
I was the specialist experience designer working within a cross functional team with a UI designer, PO, developers, testers and closely with stakeholders from financial markets and global transaction services. My role included UX & UI, product strategy, research and facilitating workshops.
Current and future state customer journeys helped communicate what was possible
How might we allow customers to track their international payment like they would track a parcel with AusPost?
Our solution introduced a new universal tracking number, a tracking portal and 4 clear statuses to give customers peace of mind of where their money is at all times.
I focussed on a responsive experience to work across both web and mobile CommBiz interfaces.
Tracking portal
The PO and I built the following roadmap, with the need to further validate day 3 and 4 through user research.
Horizon 1
Payment tracking number and tracking Status available to CommBiz users
Horizon 2
Payment tracking number and tracking Status available to NetBank and CommBank App users
Tracking status
Horizon 3
Sequential and detailed tracking available to non-CBA customers
Horizon 4
Embedding the tracker into CommBiz, NetBank and CommBank App transaction details