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Outline

Before 2016 Australia's inter-bank payments experience was typified by an upto 3 day processing time to reconcile a transaction between a payee and the recipient.

The New Payments Platform (NPP) is a program to accelerate this payment processing time and deliver near real-time payments for Australian retail and business customers.

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The Challenge

The scale and complexity of a new payments experience was daunting - especially considering other financial institutions needed to be aligned with the core workflows and technical specifications for a new standard.

My role at ANZ was to define a new user experience that would exist in ANZ's internet banking platform to allow for NPP payment processing.

This proposed revised workflow and user interface would form a template from which other partners in the NPP program could use a common design pattern for new real-time payments.

The Project

My initial efforts were to map the existing ANZ payments digital experience and also conduct customer research together with ANZ's digital and CX research teams.

By using rapid prototyping techniques I designed a range of new payment workflows which were quickly validated and optimised with ANZ's digital team.

Interactive prototypes of these optimised workflows were then extensively tested at ANZ's onsite usability lab.

Usability feedback was fed back into an interactive design process to further refine interaction design, sequestion and validation messaging.

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The Outcome

The New Payments Platform is now available to all major Australian financial services with integrated payments. Adoption has been strong with banks gradually transitioning retail customers to default NPP payment processes.

The design patterns devised for real time payments have now been implemented for ANZ Australia's internet banking and partners - allowing millions of Australians to make instant payments every day.

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