Manage My Home Loan in the NAB App

Managing a home loan digitally is highstakes, complex and emotionally charged. Customerstold us they lacked visibility and comprehension over repayments, offsets and progress,often relying on support for basic tasks. The existing experience was fragmented, hard toscan and structured around systems rather than customer thinking. Discoverability of keyinformation was also frequently reported as very poor.The challenge was to radically simplify understanding and day to day management of ahome loan. It's one of the most complex and consequential financial products customershave to manage, all within mobile constraints, strict regulatory requirements and legacytechnology, without removing depth or control.

We designed an experience grounded in customer mental models.Through extensive surveys, card-sorting and usability-testing, we identified where customersexperience significant friction, and the information they value most when managing theirhome loan. By organising this data into a dashboard view, users can now see all their keyinformation at a glance.Rather than designing for a single way of thinking, the solution supports the diverseways customers approach their home loan through clear hierarchy, multiple entrypoints and progressive disclosure. Core information is surfaced upfront, while management tools remain discoverable. Iterative testing validated clarity and confidence at every stage.

The experience delivers significant customer and business impact. It is 86% faster forcustomers to find and manage their repayments, with an average 46% time improvementacross all key tasks. Satisfaction, confidence and trust increased dramatically, reflected in astrong uplift in NPS (55 point increase) and experience quality scores.By enabling customers to selfserve repayment and offset management, the design isexpected to materially reduce reliance on support channels, freeing time for bankers tofocus on more pressing customer requests. Most importantly, it shifts home loanmanagement for customers from anxiety driven to empowering, enabling informed financial decisions

Grounded in real customer mental modelsThe experience supports all discovered customer mental models through clear hierarchy,thoughtful content grouping and multiple entry points, delivering 100% task discoverabilityacross all core loan actions in usability testing.What matters most is visible immediatelyThe information customers value most - home loan balance, next repayment date andamount, and offset balance - is surfaced upfront. This reduces scanning, guesswork andcognitive load, particularly during highanxiety financial moments.A measurable change in repayment managementIt is 86% faster for customers to find and manage their repayments, with comprehensionimproving significantly. This represents a major breakthrough, as repayments wereconsistently identified as the most confusing aspect of home loan management.Confidence-led self service, by designClear presentation of repayments, offsets and loan progress empowers customers toself-serve with confidence, reducing support reliance while delivering operationalefficiencies. The time to manage key features improved by 46% on average through testing. Support when neededContextual notifications provide timely support, validation or reassurance based oncustomer circumstances.Built as a scalable foundationThe solution is intentionally extensible, with future enhancements guided by ongoing NPSsignals, customer research and frontline feedback.