Commonwealth Bank

Revolutionising the Retail Banking Experience

Insight

Commonwealth Bank (CBA) has been the Australian leader in retail banking for over 30 years. In recent years, the demand for automated services has skyrocketed, making ATMs the central point of interaction between customers and the brand. Recognising this shift, CBA aimed to reward customers by transforming the money-transaction process at their ATMs.

Idea

The objective was to create an ATM experience that was more intuitive, engaging, and useful. My role in this project involved designing an easy-to-use interface that not only supported numerous languages but also incorporated real-time data feeds to display the latest offers and essential information. The goal was to make the transaction process fast, simple, and intuitive, thus enhancing customer engagement with the brand.

By implementing these changes, customers could perform their transactions efficiently while also receiving valuable information and offers tailored to their needs. This new design transformed the ATM experience from a mere transaction point to an engaging touchpoint with the brand.

Impact

Millions of customers use this interface daily, and the new CBA ATM design has invigorated the way retail transactions are conducted, setting a new standard in the industry. This project redefined the future of retail banking by making the money-transaction process more engaging and reinforcing CBA’s position as a leader in customer-centric banking services.

| Contracted by The White Agency