Netbank payments and origination

Netbank is high-frequency, high-consequence and used by an enormous and unusually broad population. Nothing about it is greenfield. Every change lands on people who already have a habit, and the cost of breaking that habit is measured in call-centre volume.

Scope

• Bill payments — the most-used transactional flow in the product, and the one where an ambiguous confirmation screen turns into a phone call.
• Logon and password retrieval — the step that gates everything else, and the one where security requirements and usability pull hardest against each other.
• Transaction categorisation — turning a statement into something a person can actually reason about.
• Origination — the application flows for new products, across mobile, tablet and desktop.

Responsive when responsive was still contested

In 2013 the multi-device question was live rather than settled: separate mobile site, native app, or one responsive product. Working across mobile, tablet and desktop simultaneously forced the interaction decisions to be made once, at the pattern level, instead of three times with three different answers — the same discipline that later became the argument for token-level design systems.