“The New Broker Portal for CommBank is empowered by a strong design system. From logical interfaces to graceful content groupings, this is an interactive project that offers a direct benefit to its users."
The Good Design Awards Jury
The New Broker Portal for CommBank has been recognised in Australia’s International Good Design Awards for Excellence in Design and Innovation.
The re-designed broker portal catapulted CommBank from laggard to the #1 broker proposition in Australia. Symplicit delivered a vastly improved user experience and the introduction of industry-first features:
- A search led experience powered by autofill, enabling brokers to search via keywords and quickly find relevant applications and information.
- Loan details section, including contract loan amount, method of operation, product, rate, discount applied, balance and available redraw.
- Loan maturity feature, displaying pending roll-off products for fixed term and interest only loans moving to standard variable rates.
- Integrated quote section, with accepted application rates, details, and effective date.
Speed to market was critical to the success of this engagement. Our discovery phase was conducted in just 8 weeks, and the insights gleaned informed the roadmap and product goals for the first release.
Our approach throughout was data-led and user-informed, and mixed-methods research guided decision making. The modern UI (User Interface) prioritises clarity and usability and reflects CommBank’s visual identity. The re-design delivers enhanced usability and presents complex data and information in a way that is easy to interpret and unambiguous. Overall, the re-design contributed to a 50% increase in monthly active users, up to 20-hours per week saved for brokerages, and >90% retention of broker customers.
This engagement illustrates the value of our approach to product design and collaboration. These outcomes wouldn’t have been possible without Symplicit, HCLTech and CommBank partnering from day one. If you’d like to learn more about our approach to new product development or product optimisation, get in touch.
Client: Commonwealth Bank of Australia
Symplicit team: Mae Lu, Stuart Blackie, Leigh Barnett
CommBank team: Rowan Holloway, Shasa Smith, Scarlett Krispi
Interested in knowing more? Let's chat
Acknowledgement of Country
Symplicit acknowledges Aboriginal and Torres Strait Islander people as the Traditional Custodians of where we live and work. We acknowledge their continuing connections to land, place, water, and community and pay our respects to Elders past and present, recognising their strength, diversity, resilience, and deep connections to Country.
Our studios sit on the Country of the Gadigal People of Sydney, the Wurundjeri People of Melbourne, the Turrbal People of Brisbane, and the Kaurna People of Adelaide.
WiradjuriShakiya. (2021). Gurudhanny's Journey. [Acrylic on Canvas]. HCL Australia.
Used with the written permission of the artist.
