NAB’s Digital Revolution

Our challenge was to take a functional banking experience and make it work for the ways customers bank today. Our app and internet banking is used by individuals, small businesses and large institutions. As their needs grew and changed over time, so did the number of features, journeys and entry points. They told us they wanted faster access to everyday tasks, security features and support, plus more consistency between channels. For NAB, we needed a scalable foundation that could serve our diverse customers while enabling teams to deliver improvements faster, safer and with less duplication.

The new NAB Mobile App and Internet Banking is built around how customers think about banking. It helps them manage and protect their money at a time where every dollar matters. New layouts cut scrolling and make saving, payments and security capabilities easier to find for customers logging in 120 million times each month. Customers told us the previous layout felt busy, especially when they just wanted to see their financial position quickly. The refresh focuses on practical, everyday usability. Behind the interface, a shared design and technology foundation means we’ll deliver improvements once and scale them across many channels.

The new experience makes everyday banking simpler, clearer and more consistent. Customers now complete tasks with less effort and feel more confident managing their money. For example, the impact to security features: Find all security settings in 1 tap, down from 7 Contacting fraud down from 4 taps to 2 For NAB, it creates a foundation that reduces duplication, supports faster delivery and improves consistency. It also raises the standard for how a major Australian bank can evolve essential digital services while increasing customer confidence.

A unified homepage and navigation model across the NAB Mobile App and Internet Banking that delivers a familiar experience wherever customers choose to bank. On mobile, clear tabs organise features around customer needs. It’s now easier to move between accounts, insights, savings and security. A modular system that uses flexible tiles, reusable patterns and a clearer information hierarchy while providing customers the ability to customise their experience to fit their individual needs. For NAB, these changes allow for us to rapidly respond to and implement customer feedback, particularly in times of global economic uncertainty and cost of living pressures closer to home. At its core, this design delivers a refreshed experience that is more inclusive and accessible for all our customers. As a design team it helps us: Design once, deploy everywhere A consistent design language Enables reuse more often Creates a foundation for future AI-powered and personalised, proactive and secure banking experiences.