Manage My Home Loan in the NAB App

Managing a home loan digitally is high stakes, complex and emotionally charged. Customers told us they lacked visibility and comprehension over repayments, offsets and progress, often relying on support for basic tasks. The existing experience was fragmented, hard to scan and structured around systems rather than customer thinking. Discoverability of key information was also frequently reported as very poor. The challenge was to radically simplify understanding and day to day management of a home loan. It's one of the most complex and consequential financial products customers have to manage, all within mobile constraints, strict regulatory requirements, and legacy technology, without removing depth or control.

We designed an experience grounded in customer mental models. Through extensive surveys, card-sorting and usability-testing, we identified where customers experience significant friction, and the information they value most when managing their home loan. By organising this data into a dashboard view, users can now see all their key information at a glance. Rather than designing for a single way of thinking, the solution supports the diverse ways customers approach their home loan through clear hierarchy, multiple entry points and progressive disclosure. Core information is surfaced upfront, while management tools remain discoverable. Iterative testing validated clarity and confidence at every stage.

The experience delivers significant customer and business impact. It is 86% faster for customers to find and manage their repayments, with an average 46% time improvement across all key tasks. Satisfaction, confidence and trust increased dramatically, reflected in a strong uplift in NPS (55 point increase) and experience quality scores. By enabling customers to self-serve repayment and offset management, the design is expected to materially reduce reliance on support channels, freeing time for bankers to focus on more pressing customer requests. Most importantly, it shifts home loan management for customers from anxiety driven to empowering, enabling informed financial decisions

The experience supports all discovered customer mental models through clear hierarchy, thoughtful content grouping and multiple entry points, delivering 100% task discoverability across all core loan actions in usability testing. What matters most is visible immediately. The information customers value most - home loan balance, next repayment date and amount, and offset balance - is surfaced upfront. This reduces scanning, guesswork and cognitive load, particularly during high anxiety financial moments. A measurable change in repayment management. It is 86% faster for customers to find and manage their repayments, with comprehension improving significantly. This represents a major breakthrough, as repayments were consistently identified as the most confusing aspect of home loan management. Clear presentation of repayments, offsets and loan progress empowers customers to self-serve with confidence, reducing support reliance while delivering operational efficiencies. The time to manage key features improved by 46% on average through testing. Contextual notifications provide timely support, validation or reassurance based on customer circumstances. Built as a scalable foundation The solution is intentionally extensible, with future enhancements guided by ongoing NPS signals, customer research, and frontline feedback.