Case Study: National Australia Bank improves customer-centric design and app ratings with UserTesting

National Australia Bank cuts design cycles 60% with UserTesting

National Australia Bank (NAB), one of Australia's largest financial institutions, faced a significant challenge after acquiring Citibank Australia's consumer business. They needed to seamlessly migrate over one million customers from five different apps and brands to NAB-hosted channels without disrupting services, all while ensuring a consistent and trusted customer experience across web and mobile platforms. To meet this challenge, NAB turned to the vendor UserTesting.

By integrating UserTesting into its design workflows, NAB empowered over 200 designers to ground every decision in real customer insight, shortening feedback cycles to just seven days. This solution delivered remarkable results: the iOS app rating for the first migrated brand soared from 1.6 to 4.4 stars, design cycle times were cut by 60%, saving two days per week, and well-tested experiences were efficiently scaled across multiple white-label brands. UserTesting helped NAB build a foundation for faster, customer-centric innovation and execution.

National Australia Bank