Company

Commwealth Bank of Australia

Project

Financial Wellbeing Suite

Case Study

My role: Lead Product Designer & Product Strategist
Team: 40+ engineers, 3 behavioral scientists, 2 data scientists, 3 product designers
Timeline: 2016–2019
Platform: Android and iOS apps

I led the product strategy and design of CommBank's Financial Wellbeing initiative, an ML-driven suite of tools that adapted to individual financial behavior to make saving feel achievable rather than aspirational. Before a single pixel was designed, I presented proof of concepts to VP-level stakeholders and secured $12 million AUD in executive funding for a behavioral design initiative with no direct precedent in Australian banking.

The problem: The intention-action gap

Procrastination

I’ll start next month

46% of people are not making progress on their financial goals

Present bias

I want to enjoy my life now

24% of people feel out of control regarding their spending habits

Mental accounting

I don’t know where to start

29% of people never or rarely have money left over at the end of their pay cycle

The strategy: From financial products to financial behavior

Financial frameworks typically organize money by product category — income, savings, investments, insurance. Customers don't think this way. They think in time horizons and emotional stakes. Working with the behavioral science team, we reframed CommBank's six-dimension financial model into three customer-facing intentions that map to how people actually relate to money:

Every day

The present

Cover essentials, understand safe spending, avoid regret.

One day

The future

Make a specific goal feel attainable with a regular, budgeted contribution.

Rainy day

The unpredictable

Build a buffer against uncertainty without it feeling abstract or distant.

This reframe was the strategic foundation for the entire product suite. Each tool in the Financial Wellbeing ecosystem was designed to address one of these three intentions, so that together they covered the full arc of a customer's financial life, not just the part the bank needed them to engage with.

The system: The interface meet intent

The “One day” experience

Goal tracker

The Goal Tracker is the Financial Wellbeing suite's answer to the one day challenge - making a future goal feel close enough to act on today. Most savings tools show a balance and a target. This one was designed around a different question: what does a person need to feel at every stage of the journey to stay on track? The answer was a system that closes the gap between intention and action. From the moment a user selects a goal that resonates, through the commitment of automation, to the weekly signals that keep momentum alive and the recovery path that preserves confidence when something gets in the way.

Goal selection

Research shows specific goals outperform vague ones. Rather than asking users to "save for whatever," the flow opens with an inspirational goal menu — designed like a restaurant menu, where the act of browsing creates intention. I used Lottie animation for the first time in the CommBank app to bring the selection experience to life while keeping implementation effort low

Goal setup

The setup flow is deliberately conversational. Each screen completes a sentence the user began, turning data entry into a process of articulating a plan out loud. Subcategory first, to create specificity. Amount and timeline next, to test attainability. Then the personal reason, to surface emotional motivation. The final screen brings it all together as a plain-language summary — "Your goal is to save $199,000 for a home deposit in 48 months. You'll need to save $1,036 per week" — followed by a binary choice: confirm or revise.

This is a commitment device: by actively selecting "I can save $1,036 per week," people make an explicit, identity-based statement rather than a passive tap. Gollwitzer's research on implementation intentions shows that committing to specific amounts and timelines, not just vague aspirations, significantly increases follow-through. The personal reason amplifies this: in testing, a participant typed "move out from my parents house." That phrase appeared verbatim in the commitment summary, making the goal feel personally owned, not platform-generated.

Tracking

The tracker reimagine a single long progress bar with a layered system of time-bound milestones, each designed to leverage a distinct behavioral mechanism.

Monthly stages address temporal discounting: by chunking a multi-month goal into shorter windows, the reward feels psychologically close enough to motivate action today. Completed stages are marked with a smiley face and the exact amount saved — a deliberate use of positive reinforcement that makes past effort visible and worth celebrating rather than simply forgetting. Future weeks are shown as empty circles on a scrollable timeline, providing just enough forward visibility to sustain motivation without overwhelming. The persistent "Transfer to goal" button reduces the intention-action gap to a single tap at the exact moment the user is most engaged with their progress.

The result is a tracking system that works with the grain of human motivation rather than against it. Close targets that feel winnable, visible history that builds identity as a saver, and a clear next action that never requires the user to figure out what to do next.

Off track

When people falls behind, the tracker interface is deliberately removed, not as punishment, but as a forcing function. Without the progress view, there is no way to passively continue. The user must make a decision before moving forward.

The three recovery options are pre-calculated. The system does the maths so the user never has to. This removes the numeracy barrier that causes people to disengage when faced with recalculating a plan mid-journey. The framing "How would you like to get back on track?" is forward-looking by design, avoiding the shame response that typically accompanies financial setbacks. The sleeping emoji signals a pause, not a failure. Once a path is chosen, completed stages remain visible above the adjusted plan, preserving the people's identity as someone who has already saved successfully, which research on self-efficacy shows is the strongest predictor of continued effort after a setback.

The design decisions

Decision 1: When should a savings milestone fall?

Often a generic progress bar is used to visualize progress. Achieving a savings goal needs a different solution, as its timeframe is long — from four months (saving for a trip) to five years (saving for a home deposit) or more. Without time bounds, a progress bar triggers what behavioral economists call temporal discounting: when the reward feels far away, the brain treats it as less real, and motivation decays.

In personal finance, pay cycles anchor most everyday financial decisions. Yet a monthly target can feel irrelevant to someone paid weekly, too distant to motivate action. A weekly target overwhelms someone paid monthly, too granular to feel meaningful.

The solution was to design for both extremes at once. I broke the savings timeline into monthly stages, short enough to keep the goal psychologically close, with weekly progress markers within each stage. The weekly markers leverage the goal gradient effect: motivation increases as people approach a milestone, so more frequent milestones mean more frequent surges of momentum. Monthly stages create natural fresh start moments, the same mechanism that makes people more open to behavior change at the beginning of a new period, giving users a built-in opportunity to reset without abandoning the goal entirely. The structure also addresses self-efficacy: when a large savings target is broken into smaller, demonstrably achievable stages, users maintain the confidence that they can reach the end, even when a particular week goes off track.

Decision 2: How do you introduce a new financial paradigm without alienating the users who don’t want one? 

One of the major friction points among program stakeholders was status quo bias at scale. CommBank's older demographics had built deep familiarity with a transactional banking interface - and familiarity feels safe. Any design that replaced that experience, even with something objectively better, would trigger loss aversion: the psychological cost of losing something familiar is felt roughly twice as strongly as the benefit of gaining something new. Forcing the Financial Wellbeing suite on users who hadn't opted in risked eroding the trust the app had spent years building. The solution was to treat the two experiences not as versions of the same product, but as parallel views of the same data, accessible through a segmented control that gave users genuine agency over which lens they used. This directly addresses status quo bias: rather than removing the familiar experience, we preserved it while making the new one available. Users who were already engaging with Financial Wellbeing features were defaulted into the dashboard view, leveraging the defaults effect - the tendency for people to stay with whatever option they encounter first. Users with lower engagement defaulted to the familiar transaction view, keeping their experience unchanged until they chose otherwise. The result was a progressive disclosure model: the new paradigm was always one tap away, but never imposed. Trust was preserved. Adoption grew through behavior, not mandate.

The outcome

The products I designed changed what 8 million Australians did with their money

  • 4.2% increase in saving balances across 8 million accounts

  • $152M AUD in measurable financial empowerment over one year

  • No.1 mobile banking app in Australia and ranked third globally by the independent research firm Forrester in 2018.

The reflection

This project was my most direct answer to a question I've been asking for 20 years: what happens when design takes financial health seriously and measures whether it worked?

If I were starting over, I'd have built longitudinal research access into the product from the beginning. We measured behavior change in aggregate - we couldn't follow individual journeys over time to understand how behavior evolved, relapsed or recovered. That would have made every subsequent design decision sharper.

Company

Commwealth Bank of Australia

Project

Financial Wellbeing Suite

Case Study

My role: Lead Product Designer & Product Strategist
Team: 40+ engineers, 3 behavioral scientists, 2 data scientists, 3 product designers
Timeline: 2016–2019
Platform: Android and iOS apps

I led the product strategy and design of CommBank's Financial Wellbeing initiative, an ML-driven suite of tools that adapted to individual financial behavior to make saving feel achievable rather than aspirational. Before a single pixel was designed, I presented proof of concepts to VP-level stakeholders and secured $12 million AUD in executive funding for a behavioral design initiative with no direct precedent in Australian banking.

The problem: The intention-action gap

Procrastination

I’ll start next month

46% of people are not making progress on their financial goals

Present bias

I want to enjoy my life now

24% of people feel out of control regarding their spending habits

Mental accounting

I don’t know where to start

29% of people never or rarely have money left over at the end of their pay cycle

The strategy: From financial products to financial behavior

Financial frameworks typically organize money by product category — income, savings, investments, insurance. Customers don't think this way. They think in time horizons and emotional stakes. Working with the behavioral science team, we reframed CommBank's six-dimension financial model into three customer-facing intentions that map to how people actually relate to money:

Every day

The present

Cover essentials, understand safe spending, avoid regret.

One day

The future

Make a specific goal feel attainable with a regular, budgeted contribution.

Rainy day

The unpredictable

Build a buffer against uncertainty without it feeling abstract or distant.

This reframe was the strategic foundation for the entire product suite. Each tool in the Financial Wellbeing ecosystem was designed to address one of these three intentions, so that together they covered the full arc of a customer's financial life, not just the part the bank needed them to engage with.

The system: The interface meet intent

The “One day” experience

Goal tracker

The Goal Tracker is the Financial Wellbeing suite's answer to the one day challenge - making a future goal feel close enough to act on today. Most savings tools show a balance and a target. This one was designed around a different question: what does a person need to feel at every stage of the journey to stay on track? The answer was a system that closes the gap between intention and action. From the moment a user selects a goal that resonates, through the commitment of automation, to the weekly signals that keep momentum alive and the recovery path that preserves confidence when something gets in the way.

Goal selection

Research shows specific goals outperform vague ones. Rather than asking users to "save for whatever," the flow opens with an inspirational goal menu — designed like a restaurant menu, where the act of browsing creates intention. I used Lottie animation for the first time in the CommBank app to bring the selection experience to life while keeping implementation effort low

Goal setup

The setup flow is deliberately conversational. Each screen completes a sentence the user began, turning data entry into a process of articulating a plan out loud. Subcategory first, to create specificity. Amount and timeline next, to test attainability. Then the personal reason, to surface emotional motivation. The final screen brings it all together as a plain-language summary — "Your goal is to save $199,000 for a home deposit in 48 months. You'll need to save $1,036 per week" — followed by a binary choice: confirm or revise.

This is a commitment device: by actively selecting "I can save $1,036 per week," people make an explicit, identity-based statement rather than a passive tap. Gollwitzer's research on implementation intentions shows that committing to specific amounts and timelines, not just vague aspirations, significantly increases follow-through. The personal reason amplifies this: in testing, a participant typed "move out from my parents house." That phrase appeared verbatim in the commitment summary, making the goal feel personally owned, not platform-generated.

Tracking

The tracker reimagine a single long progress bar with a layered system of time-bound milestones, each designed to leverage a distinct behavioral mechanism.

Monthly stages address temporal discounting: by chunking a multi-month goal into shorter windows, the reward feels psychologically close enough to motivate action today. Completed stages are marked with a smiley face and the exact amount saved — a deliberate use of positive reinforcement that makes past effort visible and worth celebrating rather than simply forgetting. Future weeks are shown as empty circles on a scrollable timeline, providing just enough forward visibility to sustain motivation without overwhelming. The persistent "Transfer to goal" button reduces the intention-action gap to a single tap at the exact moment the user is most engaged with their progress.

The result is a tracking system that works with the grain of human motivation rather than against it. Close targets that feel winnable, visible history that builds identity as a saver, and a clear next action that never requires the user to figure out what to do next.

Off track

When people falls behind, the tracker interface is deliberately removed, not as punishment, but as a forcing function. Without the progress view, there is no way to passively continue. The user must make a decision before moving forward.

The three recovery options are pre-calculated. The system does the maths so the user never has to. This removes the numeracy barrier that causes people to disengage when faced with recalculating a plan mid-journey. The framing "How would you like to get back on track?" is forward-looking by design, avoiding the shame response that typically accompanies financial setbacks. The sleeping emoji signals a pause, not a failure. Once a path is chosen, completed stages remain visible above the adjusted plan, preserving the people's identity as someone who has already saved successfully, which research on self-efficacy shows is the strongest predictor of continued effort after a setback.

The design decisions

Decision 1: When should a savings milestone fall?

Often a generic progress bar is used to visualize progress. Achieving a savings goal needs a different solution, as its timeframe is long — from four months (saving for a trip) to five years (saving for a home deposit) or more. Without time bounds, a progress bar triggers what behavioral economists call temporal discounting: when the reward feels far away, the brain treats it as less real, and motivation decays.

In personal finance, pay cycles anchor most everyday financial decisions. Yet a monthly target can feel irrelevant to someone paid weekly, too distant to motivate action. A weekly target overwhelms someone paid monthly, too granular to feel meaningful.

The solution was to design for both extremes at once. I broke the savings timeline into monthly stages, short enough to keep the goal psychologically close, with weekly progress markers within each stage. The weekly markers leverage the goal gradient effect: motivation increases as people approach a milestone, so more frequent milestones mean more frequent surges of momentum. Monthly stages create natural fresh start moments, the same mechanism that makes people more open to behavior change at the beginning of a new period, giving users a built-in opportunity to reset without abandoning the goal entirely. The structure also addresses self-efficacy: when a large savings target is broken into smaller, demonstrably achievable stages, users maintain the confidence that they can reach the end, even when a particular week goes off track.

Decision 2: How do you introduce a new financial paradigm without alienating the users who don’t want one? 

One of the major friction points among program stakeholders was status quo bias at scale. CommBank's older demographics had built deep familiarity with a transactional banking interface - and familiarity feels safe. Any design that replaced that experience, even with something objectively better, would trigger loss aversion: the psychological cost of losing something familiar is felt roughly twice as strongly as the benefit of gaining something new. Forcing the Financial Wellbeing suite on users who hadn't opted in risked eroding the trust the app had spent years building. The solution was to treat the two experiences not as versions of the same product, but as parallel views of the same data, accessible through a segmented control that gave users genuine agency over which lens they used. This directly addresses status quo bias: rather than removing the familiar experience, we preserved it while making the new one available. Users who were already engaging with Financial Wellbeing features were defaulted into the dashboard view, leveraging the defaults effect - the tendency for people to stay with whatever option they encounter first. Users with lower engagement defaulted to the familiar transaction view, keeping their experience unchanged until they chose otherwise. The result was a progressive disclosure model: the new paradigm was always one tap away, but never imposed. Trust was preserved. Adoption grew through behavior, not mandate.

The outcome

The products I designed changed what 8 million Australians did with their money

  • 4.2% increase in saving balances across 8 million accounts

  • $152M AUD in measurable financial empowerment over one year

  • No.1 mobile banking app in Australia and ranked third globally by the independent research firm Forrester in 2018.

The reflection

This project was my most direct answer to a question I've been asking for 20 years: what happens when design takes financial health seriously and measures whether it worked?

If I were starting over, I'd have built longitudinal research access into the product from the beginning. We measured behavior change in aggregate - we couldn't follow individual journeys over time to understand how behavior evolved, relapsed or recovered. That would have made every subsequent design decision sharper.

Company

Commwealth Bank of Australia

Project

Financial Wellbeing Suite

Case Study

My role: Lead Product Designer & Product Strategist
Team: 40+ engineers, 3 behavioral scientists, 2 data scientists, 3 product designers
Timeline: 2016–2019
Platform: Android and iOS apps

I led the product strategy and design of CommBank's Financial Wellbeing initiative, an ML-driven suite of tools that adapted to individual financial behavior to make saving feel achievable rather than aspirational. Before a single pixel was designed, I presented proof of concepts to VP-level stakeholders and secured $12 million AUD in executive funding for a behavioral design initiative with no direct precedent in Australian banking.

The problem: The intention-action gap

Procrastination

I’ll start next month

46% of people are not making progress on their financial goals

Present bias

I want to enjoy my life now

24% of people feel out of control regarding their spending habits

Mental accounting

I don’t know where to start

29% of people never or rarely have money left over at the end of their pay cycle

The strategy: From financial products to financial behavior

Financial frameworks typically organize money by product category — income, savings, investments, insurance. Customers don't think this way. They think in time horizons and emotional stakes. Working with the behavioral science team, we reframed CommBank's six-dimension financial model into three customer-facing intentions that map to how people actually relate to money:

Every day

The present

Cover essentials, understand safe spending, avoid regret.

One day

The future

Make a specific goal feel attainable with a regular, budgeted contribution.

Rainy day

The unpredictable

Build a buffer against uncertainty without it feeling abstract or distant.

This reframe was the strategic foundation for the entire product suite. Each tool in the Financial Wellbeing ecosystem was designed to address one of these three intentions, so that together they covered the full arc of a customer's financial life, not just the part the bank needed them to engage with.

The system: The interface meet intent

The “One day” experience

Goal tracker

The Goal Tracker is the Financial Wellbeing suite's answer to the one day challenge - making a future goal feel close enough to act on today. Most savings tools show a balance and a target. This one was designed around a different question: what does a person need to feel at every stage of the journey to stay on track? The answer was a system that closes the gap between intention and action. From the moment a user selects a goal that resonates, through the commitment of automation, to the weekly signals that keep momentum alive and the recovery path that preserves confidence when something gets in the way.

Goal selection

Research shows specific goals outperform vague ones. Rather than asking users to "save for whatever," the flow opens with an inspirational goal menu — designed like a restaurant menu, where the act of browsing creates intention. I used Lottie animation for the first time in the CommBank app to bring the selection experience to life while keeping implementation effort low

Goal setup

The setup flow is deliberately conversational. Each screen completes a sentence the user began, turning data entry into a process of articulating a plan out loud. Subcategory first, to create specificity. Amount and timeline next, to test attainability. Then the personal reason, to surface emotional motivation. The final screen brings it all together as a plain-language summary — "Your goal is to save $199,000 for a home deposit in 48 months. You'll need to save $1,036 per week" — followed by a binary choice: confirm or revise.

This is a commitment device: by actively selecting "I can save $1,036 per week," people make an explicit, identity-based statement rather than a passive tap. Gollwitzer's research on implementation intentions shows that committing to specific amounts and timelines, not just vague aspirations, significantly increases follow-through. The personal reason amplifies this: in testing, a participant typed "move out from my parents house." That phrase appeared verbatim in the commitment summary, making the goal feel personally owned, not platform-generated.

Tracking

The tracker reimagine a single long progress bar with a layered system of time-bound milestones, each designed to leverage a distinct behavioral mechanism.

Monthly stages address temporal discounting: by chunking a multi-month goal into shorter windows, the reward feels psychologically close enough to motivate action today. Completed stages are marked with a smiley face and the exact amount saved — a deliberate use of positive reinforcement that makes past effort visible and worth celebrating rather than simply forgetting. Future weeks are shown as empty circles on a scrollable timeline, providing just enough forward visibility to sustain motivation without overwhelming. The persistent "Transfer to goal" button reduces the intention-action gap to a single tap at the exact moment the user is most engaged with their progress.

The result is a tracking system that works with the grain of human motivation rather than against it. Close targets that feel winnable, visible history that builds identity as a saver, and a clear next action that never requires the user to figure out what to do next.

Off track

When people falls behind, the tracker interface is deliberately removed, not as punishment, but as a forcing function. Without the progress view, there is no way to passively continue. The user must make a decision before moving forward.

The three recovery options are pre-calculated. The system does the maths so the user never has to. This removes the numeracy barrier that causes people to disengage when faced with recalculating a plan mid-journey. The framing "How would you like to get back on track?" is forward-looking by design, avoiding the shame response that typically accompanies financial setbacks. The sleeping emoji signals a pause, not a failure. Once a path is chosen, completed stages remain visible above the adjusted plan, preserving the people's identity as someone who has already saved successfully, which research on self-efficacy shows is the strongest predictor of continued effort after a setback.

The design decisions

Decision 1: When should a savings milestone fall?

Often a generic progress bar is used to visualize progress. Achieving a savings goal needs a different solution, as its timeframe is long — from four months (saving for a trip) to five years (saving for a home deposit) or more. Without time bounds, a progress bar triggers what behavioral economists call temporal discounting: when the reward feels far away, the brain treats it as less real, and motivation decays.

In personal finance, pay cycles anchor most everyday financial decisions. Yet a monthly target can feel irrelevant to someone paid weekly, too distant to motivate action. A weekly target overwhelms someone paid monthly, too granular to feel meaningful.

The solution was to design for both extremes at once. I broke the savings timeline into monthly stages, short enough to keep the goal psychologically close, with weekly progress markers within each stage. The weekly markers leverage the goal gradient effect: motivation increases as people approach a milestone, so more frequent milestones mean more frequent surges of momentum. Monthly stages create natural fresh start moments, the same mechanism that makes people more open to behavior change at the beginning of a new period, giving users a built-in opportunity to reset without abandoning the goal entirely. The structure also addresses self-efficacy: when a large savings target is broken into smaller, demonstrably achievable stages, users maintain the confidence that they can reach the end, even when a particular week goes off track.

Decision 2: How do you introduce a new financial paradigm without alienating the users who don’t want one? 

One of the major friction points among program stakeholders was status quo bias at scale. CommBank's older demographics had built deep familiarity with a transactional banking interface - and familiarity feels safe. Any design that replaced that experience, even with something objectively better, would trigger loss aversion: the psychological cost of losing something familiar is felt roughly twice as strongly as the benefit of gaining something new. Forcing the Financial Wellbeing suite on users who hadn't opted in risked eroding the trust the app had spent years building. The solution was to treat the two experiences not as versions of the same product, but as parallel views of the same data, accessible through a segmented control that gave users genuine agency over which lens they used. This directly addresses status quo bias: rather than removing the familiar experience, we preserved it while making the new one available. Users who were already engaging with Financial Wellbeing features were defaulted into the dashboard view, leveraging the defaults effect - the tendency for people to stay with whatever option they encounter first. Users with lower engagement defaulted to the familiar transaction view, keeping their experience unchanged until they chose otherwise. The result was a progressive disclosure model: the new paradigm was always one tap away, but never imposed. Trust was preserved. Adoption grew through behavior, not mandate.

The outcome

The products I designed changed what 8 million Australians did with their money

  • 4.2% increase in saving balances across 8 million accounts

  • $152M AUD in measurable financial empowerment over one year

  • No.1 mobile banking app in Australia and ranked third globally by the independent research firm Forrester in 2018.

The reflection

This project was my most direct answer to a question I've been asking for 20 years: what happens when design takes financial health seriously and measures whether it worked?

If I were starting over, I'd have built longitudinal research access into the product from the beginning. We measured behavior change in aggregate - we couldn't follow individual journeys over time to understand how behavior evolved, relapsed or recovered. That would have made every subsequent design decision sharper.