Problem statement

Westpac’s knowledge base application was outdated and had very little UX. The business’s main priority is to move 9000 pages from an old unsupported Lotus Notes application to a new Sharepoint application within a 6 months deadline and improve UX.

Key Challenge

It was moving 9000 pages of content while simultaneously building the application to support them. That means UX research and UI design had to be done and working closely with engineers.

The Process

A series of workshops and user interviews were done to understand better the Personas who will be using the system.

Card sorting exercises were done to define the Information Architecture. All the wireframes and the user flow were tested along each process to ensure seamless user flow and good UX.

The Design

All the design components were designed in Figma and high-fidelity prototypes were shared with the stakeholders and the development team.

The Results

After 3 months of the initial launch of the applications, we have noticed a massive increase in use and overwhelmingly positive feedback.