Australia’s Top Credit Card Provider Puts Customers at the Heart of Better Design

NAB embarked on the largest digital banking transformation project in Australia over the past decade. Our challenge was to: • Create a credit card app and online experience that put our customers' needs first and supported them in making smart financial choices • Create an experience that could be built once and reused for different partner brands and their customers

We created a credit card experience centred on customers’ financial wellbeing. We spoke to our customers each week and uncovered the most common stressors people feel when managing credit cards. We used these insights to shape our design. We used behavioural economics to create adaptive and inclusive designs. These include a smart repayments tile and helpful nudges for moments that truly matter. This keeps our customers safe and informed. Importantly, the solution is scalable: it can be built once and deployed across multiple brands and channels, allowing us to deliver improvements fast and efficiently to all customers.

The new Kogan Money Credit Card app was the first of our partner-branded experiences to be released. With thousands of registered customers, we are seeing great engagement and reviews. Since launching in March 2025, the iOS App Store Ratings have jumped from 1.6 to 4.3 stars. Additionally, this work has transformed the way we do business at NAB, putting customer insight front and centre.

Customers have instant access from their home screen to: • Block and unblock their card • View their card card number, expiry date and CVV • Manage their card • Check their balances • Always track their next due payment • View their rewards balance In one tap, customers can: • View their transactions • Make a repayment • Access their statements • Manage their account settings • View their account information