A multiplatorm international payments tracker
2023
Shasha Chaicharncheep Experience Design
Jade Bannerman UI Design
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.
Problem
Context
CommBank was playing catch-up on international payments in a hyper competitive market.
CommBank's international money transfer (IMT) experience had no tracking capability. While FX-focused challengers like Wise and Xe.com had already made payment tracking table stakes, CommBank customers were sending money overseas with no way to see where it was and losing trust in the bank.
Problem
Sending money into a black hole.
Retail and business customers making an international money transfer had zero visibility of their payment once it left CommBank's hands. If they wanted to know where their money was, their only option was to raise a trace request, which cost $25 (in this day and age!?) and could take up to five days to resolve via email. Unsurprisingly, this was one of the bank's top complaint drivers.
Solving this had upside beyond customer experience: fewer trace requests being raised, fewer complaints about IMT status, feature parity with PayAway competitors like Wise, and by removing a source of friction and anxiety an increase in IMT volumes overall.
Process
How might we allow customers to track their international payment the way they'd track a parcel with AusPost?
To shape the solution, I ran workshops and stakeholder interviews with senior FX payment stakeholders to align on constraints and opportunities, followed by design jams to rapidly explore concepts. These ideas were then validated through user testing with 12 participants, split across retail and business banking customers, to make sure the tracking experience worked for both audiences.
Solution
Over 1600 CommBiz customers used the tracker 1 month after MVP launch.
The MVP was launched to CommBiz customers and kept things deliberately lean: a simple, uncluttered UI; four clear status reasons so customers always understood where their payment stood; colour-coded badges (green, red, blue) as a visual aid; and language stripped of bank jargon in favour of plain, customer-friendly terms.
Payment tracking for both sides; sender or payee, one input to find it.
Status reasons that leave no guessing, customers always know exactly where their payment is.
Dozens of SWIFT codes turned into 4 clear status reasons for MVP.
Future state
Toward real-time tracking.
The MVP was the first step toward a bigger vision, full real-time tracking status and capability built directly into the payment experience across the CommBank app and NetBank for retail bank customers