Westpac Banking App

The new Westpac App was launched in 2021 to support customers easily and efficiently with their everyday banking needs. These core banking foundations have now been extended to build a supporting ecosystem of features that customers need the most. After listening to customer and public feedback around cost of living and digital security, in 2023 Westpac prioritised investment in personal finance management tools and security features to meet these needs. The design challenge for delivering these features was to ensure they were easy to utilise and navigate while not detracting from the core banking functionality customers require.

At Westpac, the commitment to excellence in digital design is driven by the Enterprise Experience Principles encapsulating every customer interaction. These Principles define standards for user-centricity and innovation in digital design and they form the bedrock of customer-centricity which is woven into every pixel, click, and interaction. To ensure there are limited roadblocks in the design process, the development technology expanded, allowing for running of A/B Experiments in an authenticated and secure banking environment, release quickly in response to feedback or fixes, and better manage feature launches overall.

Cost of living pressures remains high on the agenda for most Aussies, with two thirds (64%) saying they’ve felt the impact. Westpac introduced new Money Management Tools in the App to empower customers to take control. This quarter alone, one in three customers have engaged with money management features in the app. To help keep our customers safe from frauds and scams Westpac rolled out several features, AI and technology upgrades to support proactive fraud and scam prevention. In FY24, digital capabilities have stopped $29M in fraud and scam losses for customers.

Westpac aims to deliver digital experiences that are modern and innovative, while balanced with deeply considered features that improve people’s lives, focused in two main areas: Money management and Security. Designed with the core focus of making customers lives easier, we offer a set of budget tools to help customers manage their money and stay on top of their finances. These include creating a personalised budget, setting savings goals, planning bill payments, and seeing available cash in a flash. First track and monitor what’s happening with Track expenses with Cash flow, Top categories, Net worth and Bills calendar and reminders, see where money is going and review regular expenses all in one place. All in intuitive and easy to consume data visuals enable a speed to value comprehension of where, how much, when, and what is happening with their money. Westpac also prioritises safety and security by implementing state-of-the-art fraud prevention measures. In addition to SaferPay, Dynamic CVC, is the Stopping Abusive Payments feature, recognized as an industry leader from the Fintel Alliance, which is co-led by AUSTRAC and NSW Police. A commitment to simplicity, intuitiveness, accessibility, and personalisation ensures an exceptional digital banking experience for all our customers.