Challenge
Westpac users often use the mobile app to track their transactions but excessive friction in the search and filter process creates frustration and negatively impacts ease of use.
Outcome
We designed a solution focusing on reducing the friction of searching and filtering out transactions which led to improved ratings in user satisfaction and ease of use.
Role
UX designer
Timeline
Jul '25
Team
Solo
The problem
Using search and filter can be a frustrating experience for users trying to keep track of their transactions. How can we help them to keep track better?
Process
Research plan & strategy
Prioritising pain points identified from user research based on impact, relevance, and persistence.
Competitive audit & analysis
Reviewing key competitors and comparing their designs to inspire the brainstorming process.
Exploring possible solutions
Using wireframes and user flows to explore possible solutions and map out feature requirements.
The solution: efficiency & hierarchy
The research suggests that users need a better approach when trying to keep track of updates in their transaction list. They also need more organised and structured content for their transaction details, and be able to customise their filter settings with ease.
Change 1: transaction list
To help users keep track of their transaction list, we designed a tab filter where they can view their transactions by status. This provides a more consolidated view on hidden transactions (e.g. scheduled) and avoid confusion with their dynamic dates.
Before and after transaction list.
Change 2: transaction details
To improve the organisation and structure of the transaction details, we adjusted the layout, visual hierarchy, and content grouping. We also prioritised and displayed key information about the transaction in order to improve the reading experience.
Before and after transaction details.
Change 3: filter settings
To help users change their filtering settings with ease, we minimised the number of options to reduce cognitive load for decision-making. We also focused on simplifying manual controls to make interactions feel more intuitive and efficient to use.
Before and after filter settings.
The outcome: what we learned
To sum up the feedback from user testing was generally positive as most participants were able to complete their tasks using the prototype without any major issues. However, some found the tab filter confusing so we provided more context for clarity.
Adding a support text to provide more clarity for the tab filter.
© 2026 · Jeremy Guillermo