Case Study: National Australia Bank achieves faster, customer-centric digital transformation with UserTesting

From insights to impact NAB’s journey to customer centric design

National Australia Bank (NAB), one of Australia’s largest financial institutions, faced the challenge of migrating more than one million customers across five apps and white-label credit card brands after acquiring Citibank Australia’s unsecured lending business. NAB needed to maintain trust, continuity, and a consistent customer experience across web, mobile, and assisted service, and used UserTesting to support its design and research efforts.

NAB integrated UserTesting into its workflows so teams could test ideas with real customers, shorten its distance-to-customer to seven days, and enable more than 200 designers to validate prototypes before launch. With UserTesting, NAB cut design cycle times by 60%, saved designers about two days per week, and helped improve the first migrated brand’s app ratings from 1.6 to 4.4 on iOS and 1.4 to 3.4 on Android.

National Australia Bank

Chris Khalil

Head of Design