Westpac Group
Designing an Integrated Conversational UI to Improve Customer Support
I designed and integrated conversational UI for AI chatbot features, improving the support experience across Westpac Group brands. The design reduced customer effort, improved interaction quality, and enhanced trust, while aligning with accessibility standards and enterprise UX guidelines. The project required balancing user needs, compliance requirements, and brand voice, resulting in a more intuitive and reliable support experience.
Problem Context
Westpac sought to improve customer support experiences across its brands by integrating an AI-powered chatbot. The goal was to reduce customer effort, improve interaction quality, and provide a reliable, accessible support channel while maintaining compliance and brand standards.
Role: UX/UI Designer
Platform: Sketch
Year: 2018
Team
Collaborating Across Design, Compliance, and Brand Teams
I worked alongside other Digital Designers, Conversion Optimisation Managers, Compliance and Brand departments, and Producers to deliver a consistent, enterprise-compliant chatbot experience. This cross-functional collaboration ensured alignment across UX, visual design, and regulatory requirements.
Challenge
Balancing Usability, Compliance, and Brand Voice in AI Interactions
Designing conversational UI for a banking enterprise required careful attention to accessibility, regulatory compliance, and brand consistency. The chatbot needed to handle diverse customer queries efficiently while maintaining trust, clarity, and a seamless digital experience across web and mobile platforms.
Approach
Designing Intuitive Conversational Interfaces for Multi-Brand Deployment
I designed and prototyped the chatbot’s conversational UI, defining flows, interaction patterns, and visual cues that guided users naturally through support tasks. Close collaboration with UX designers, compliance teams, brand teams, and producers ensured the solution aligned with enterprise standards, accessibility guidelines, and brand voice.
Outcome
Reduced Customer Effort and Improved Support Interactions Across Brands
The implemented chatbot reduced customer effort and improved interaction quality across Westpac, St. George, BankSA, and Bank of Melbourne. Clear, accessible, and compliant conversational flows enhanced trust and reliability, delivering a more intuitive and efficient support experience across digital channels.
