The Westpac App

Australians are under financial pressure, more than ever we need to take control & protect our money. Our challenge was to design a simple but powerful digital experience that shares Westpac’s wisdom, brings the best of bank security and builds confidence in money matters. The app needed to serve individuals, families, and small businesses alike; our multi-faceted customers needed our experience to adapt and meet their unique needs whilst remaining intuitive, simple and consistent. In short, we set out to design the best banking app for daily use, to build money confidence in real people, under real-world pressures.

We designed the Westpac app around three core principles: clarity, confidence, and customer obsession. The experience was co-designed with customers; validated on real world (not bank world) scenarios & problems. We simplified journeys for clarity, using progressive disclosure and modular layouts, allowing rich functionality without cognitive overload. We focused on delivering content that was readable for all and insights that made money matters simple. We created a dashboard with ‘glimpses’ to build confidence at glance. Security and accessibility was deeply embedded—not added on—making trust feel intuitive. Customer jobs across features were grouped into hubs, making it easier to bank.

As of 1H25, the Westpac App supports over 6.1 million Digitally Active Users over a 90 day period. Customers are engaging more deeply across payments, rewards, and money management tools. Digital transactions have increased by 6% from 1H23 to 1H25, following a redesign of the Pay, Receive and Manage hub. Protection is seamlessly integrated, contributing to a 19% reduction in reported scam losses compared to 2H24. Accessibility has expanded through the in-app Accessibility Centre. We’ve also continued to reward our customers, delivering $70 million in customer value through our Westpac Rewards programs.

The Westpac app supports a diverse range of customers—everyday users, families, and small businesses —through features tailored for real financial life.

 For families, tools like Pocket Money and Chore Tracking help build positive money confidence. Parents can set tasks, track savings, and reward children directly in the app. For small businesses, personalised insights and cash flow tools help sole traders manage expenses and reconcile faster.

 Smart money management is built in: users can open multiple offset accounts, track budgets, monitor subscriptions, and use shared savings goals. Our Bills Calendar and contextual insights surface what matters, when it matters.

 We also launched a secure digital onboarding experience, making it easier to join Westpac while maintaining protection.

 The Rewards Hub is a centralised destination for cashback and offers and was rated best integrated loyalty platform in the 2023/24 Asia Pacific Loyalty Awards. It’s designed to bring real, relevant value into everyday banking.

 Across all features, the focus is on clarity, confidence, and customer obsession—serving the many ways Australians earn, spend, save, and share money in the real world.