As part of NAB’s innovation initiatives they run a quarterly ‘Shark Tank’ style ideas competition. My colleague Rosetta Mills and I won the December 2017 edition, winning both the People’s Choice and the overall prize as decided by the judges who included representatives from Google and Apple as well as Andrew Butterworth, GM of NAB Labs and Digital Innovation.
Pinch is the ultimate social savings platform. Whether saving for shared experiences or something yourself, Pinch leverages existing behaviour between friends and families, using social accountability to encourage each individual to achieve their savings goal.
NAB Digital Card Closure
It’s no secret that companies who invest in greater customer experiences are rewarded with greater loyalty which in turn creates greater profits and a more positive NPS. So even when a customer wants to close their credit card, it makes sense to leave a good taste in their mouth, as they may have other products or loans with the bank or may look to return in the future.
New legislation stating that banks must offer a way to close credit cards through digital as well as existing channels, was a clear opportunity to build trust with NAB’s customers with a transparent, straight forward and helpful experience.
I helped to conduct initial research with customers, ideated and created the UX whilst testing regularly, working closely with developers, BAs and solution architects ensuring to regularly connect with stakeholders to ensure this important initiative gets the best start in life for NAB’s customers.
This initiative is due to be delivered later this year.
NAB My Card Benefits
Most NAB customers et frustrated when they have to pay an annual fee on their credit card. But that’s mainly because they aren’t aware that their annual fee actually goes towards some really great benefits including complimentary travel insurance, purchase protection insurance, to name a few, not just a cash grab by the bank.
I took the research and concepted, tested and rolled out the UX through to development-ready UI.
The app release of My Card Benefits had over 6,000 unique views with a 37% tap-through rate in the first weekend.
Nike Womens Victory Tour
The goal was to create a motivational journey for women taking part in Nike’s women’s half marathon.
An Australian first. Our challenge was to create a digital experience that translated to real life too. Through curated and personalised videos sent pre and post run, use of advanced RFID technology, dynamic visual and audio installations on-the-day, we carried the girls from their nerve-ridden bedrooms, around ANZ Stadium, and across the finish line to victory.
A motivational wake up
At 5.30am on race day, each runner was texted a personalised motivational video to get her out of bed, in the zone and excited for the start line.
To harness the history of the iconic Olympic location, at both the start and nearing finish lines, we inspired the girls with roaring audio and visuals.
Getting personal with RFID
We placed RFID readers on-course, allowing the running coaches to identify every runner through a web app on their phones. The app revealed each girl’s name and their personal goal so the coach could help every runner push through and finish.
During the race, we captured and edited an 18-second race highlight video that was personalised with footage of each runner crossing the finish line. That’s almost 2000 unique videos edited, rendered and delivered within hours of the race finishing.
Nike Metcon Mack
To promote the release of their latest Metcon women’s training shoes, Nike enlisted six of Australia’s best female athletes to motivate women on a 10-day road trip down the east coast. Travelling in a Metcon-branded, double-trailer Mack truck fitted with a custom gym, Nike invited members of the public to sweat it out at epic workouts, at every stop along the way.
Our challenge was to create an elevated, digital experience inside the truck. So we created a dedicated workout station where participants could compete to beat targets set by Nike’s elite athletes.
We designed and built a custom app that required three interfaces and three separate pieces of hardware to talk to each other seamlessly.
An iPad acted as a kiosk for the participant to choose which athlete they wanted to challenge and whether it be in burpees or push-ups.
Participants then had 60 seconds to push their limits to try to beat the elite athletes, while a Nike trainer helped motivate them, counting each rep. Each tap of the screen sent the data to our iPhone app.
While it all sounds tech-heavy, the technology was invisible to the participants and the staff running the show. Integrated into their training experience, we worked hard behind the scenes so all they had to do was sweat.
Debenhams Loyalty App
Iconic UK department store chain Debenhams is launching in Australia in Spring 2017. For a new department store to succeed in a relatively small but highly competitive market like Australia they need a pretty impressive point of difference.
A beautifully designed native app with seamless UX that offers "World-Class Customer Service" including a Wishlist that allows customers to book a time to try on their chosen items which are placed in a dressing room before you arrive in store by a dedicated staff member. The platform also facilitates their multi-tiered loyalty program that is likely to catch the competition napping, as this space is yet to be fully exploited in the sector (in Australia). Customers can book beauty treatments, get their hair and nails did, RSVP to exclusive events and more.
I worked with the project UX and UI team to help wireframe, prototype and bring the designs to life as well as create a comprehensive styleguide for the first release. We worked hard to create a comprehensive library of components design patterns to ensure consistency in future releases whilst leveraging existing components native to iOS and Android.
As a disruptive platform that caters to both time-poor primary producers and small to large hospitality businesses, the Yume platform needs to establish immediate user trust and match buyers with products of interest. It also needed to be easy for users, and ensure all marketplace data is accurate and current, whilst not relying on beautiful product imagery to look or function successfully.
The Yume design is clean, efficient, yet sophisticated. Yume adheres Web Content Accessibility Guidelines 2.0 (WCAG 2.0), which helps minimise issues for users with poor connectivity or using older technology.
We created a comprehensive UI kit that informed every decision we made, from branding elements to components and allowed us to prototype rapidly and effectively. This allowed for consistency in look and feel across the entire platform and standardises any future feature development.
The Yume platform is a growing marketplace, and therefore needs to be scalable. So the platform was initially built as a responsive HTML5 codebase with an API first approach to allow for any future applications to connect, such as native apps, and enables straightforward facilitation for accounting and inventory managements systems to connect down the track.
Private Health Insurance is a hugely competitive space, especially on the East coast of Austalia, so WA's largest PHI provider HBF, wanted to optimise their complicated and somewhat confusing product selection process and associated Quote Summary flow as they launched East and provide accurate, "live" pricing during product selection to build trust with their customers and minimise drop-offs during product selection.
We created the sticky and responsive Dynamic Live Pricing Module. It consisted of multiple visual and functional states depending on what stage of the product selection process and the ability to add and remove products from anywhere on the site.
At the end of the product selection journey, we restructured the Quote Summary to create clearly segmented, responsive content blocks, in the process constructing clear content hierarchies to build trust with their customers and make pricing structures as transparent as possible. This is aided by the responsive Dynamic Price Module that sticks to the top of the page at all times.
Officeworks Office Fitout Service
Officeworks wanted to grow their underperforming Office Fitout Service business, primarily using digital.
We created a new IA and strategy to underpin best practice responsive UX whilst leveraging their fairly restrictive styleguide and component library.
It was a great opportunity to create some powerful stories to help simplify some complex service offerings, and to really connect with potential customers by weaving service-appropriate case studies and testimonials throughout the content along to achieve a 200% increase in leads within the first business quarter.