2024
MACQUARIE BANK / GLOBAL SEARCH X 3 CONSUMER-FACING PRODUCTS
How might we create the first feature (search) for the group that caters for 3 flagship products + In-Product help to reduce the customer service cost.
Product Strategic Vision
Risk Mitigation
User Validation
UX Design
Stakeholder Management
System Thinking
Data Analysis
Usability Testing
Cross-functional Collaboration
Workshop Facilitation
User Research
Art Direction
Client /
Macquarie Bank
Role | Lead UX Designer
Duration | 3 months
Team | Cross-functional (Design, Product, Engineering, Business Analysis, Advisory)
Outcome | Unified global search experience serving diverse customer personas across Personal Banking (B2C), Business Banking (B2B), and Advisor Online platforms + In Product Help
IMPACT AT A GLANCE
User Satisfaction | 4.8-5/5 across all tested features (83-96% positive feedback)
Search Performance | From -29 NPS to highly positive ratings across all products
Feature Adoption | 96% success rate for predictive next actions (23/24 users)
Research Depth | 30 user tests + 2 rounds of usability testing + guerrilla testing + stakeholder workshops
Customer Pain Reduction | Addressed 86% negative ratings in Advisor Online, 55% in Personal Banking, 32% in Business Banking
