As a leading Australian bank, NAB understands the dramatic change technology is having on the way people expect to bank. In order to meet customer expectations we helped NAB to establish NAB Labs; an agile incubator to challenge the status quo and improve products through start-up style projects.
Within the incubator our team created the future vision for the bank's digital wallet which won the Canstar award for Innovation Excellence.
Opportunity statement
How might we reimagine the use of a physical wallet
For everyday banking customers
So that financial wellbeing and accessibility increase 
Project Stages
DISCOVER
Research and current state journey mapping
Customer research formed the foundation of project; ongoing testing and research activities were conducted on a weekly basis, constantly feeding into our design ideas.
Methods included: Customer interviews, contextual inquiries, gorilla testing, usability testing and observational studies. Every week we would conduct an analysis and synthesis session with all collected data, this data was then fed into the backlog of user stories and customer journeys used to improve our understanding of customer needs, attitudes and desires.
DEFINE
Ideation and conceptual design
Weekly group sessions were undertaken to complete ideation, these activities helped to keep ideas fresh and continually challenged the project direction.
From these group sessions we would come to a consensus on ideas to push forward, at this stage we started the process of defining our ideas with paper based concepts; helping the team to visualise the ideas and test rudimentary functionality.
DESIGN
Low fidelity wireframes 
Low fidelity wireframes had a significant role in the progression of the project.
Designing screens to a level that a customer could recognise as a NAB product meant we could continually base our user testing and customer research on current ideas, screens could be changed very quickly to meet the structure of our agile environment, and updates could be provided visually to NAB stakeholders on a regular basis.
Prototype, User testing, and Information architecture
Upon reaching a refined stage of the project we had decided upon many features and service offerings for our customers, however the broad range of concepts were not easy to tie together in a compact, user friendly structure.
I spent significant time with the team and users to co-design an information architecture that would deliver a clear navigation and understandable experience. As a result we were able to better refine our product and it’s offerings.
REFINE
Visual design
Towards the final weeks of the project we had user validation to begin increasing the fidelity of our wireframes and with that responsibility came a need to align the product to required regulations, accessibility standards, and brand guidelines.
I took responsibility for the oversight of this design process working closely with the development team. The interface designs largely focused on mobile and wearable screens.
Develop and Demo
The production of the application was an ongoing process beginning halfway through the project. The goal was to produce a working prototype and a ready-to-go application for Android mobile devices and watches.
I worked closely with the developers to ensure the user experience was aligned, whilst ensuring no customer data was overlooked towards the final stages of the build.
Result
NAB’s Digital Wallet went on to win the Canstar Innovation Excellence Award.
The incubator paved the foundations for customer led product development in NAB, and our Digital Wallet positioned NAB as Australia's leader in internet banking and mobile transaction services. Upon the conclusion of the project our team was awarded NAB's supplier of the year.