Banking · UX Leadership · 2022–present
Leading UX at Australia's most human bank.
Embedded as UX Lead inside Bendigo Bank's product team — overseeing research, design systems, and end-to-end feature delivery for one of Australia's most trusted financial institutions.
Customers were unable to easily understand and compare financial products due to inconsistent page structures, unclear information hierarchy, and missing product details.
of users couldn't easily compare products on category pages
bounce rate on product pages due to information overload
pages visited on average before finding key information
I led UX design across research, information architecture, and UI standardisation.
Defining a unified information architecture
Designing scalable page templates
Driving stakeholder alignment across product, legal, and engineering
Ensuring accessibility and CRO best practices
Users prioritise quick comparison and clarity of benefits over detailed features
Inconsistent layouts create friction and reduce trust
Missing or buried information leads to decision paralysis
Teams were blocked by lack of reusable components → slowing experimentation
Action-Oriented Approach
Standardised Information Architecture
Created a consistent structure across category, subcategory, and product pages to improve navigation and comprehension.
Simplified Content Hierarchy
Prioritised key information (features, benefits, eligibility) to make pages more scannable and decision-friendly.
Introduced Modular Design System
Built reusable components that enabled faster experimentation and consistency across experiences.
Stakeholder Alignment
Translated UX decisions into business, legal, and technical language to drive approvals and adoption.
Product
Framed changes in terms of conversion and growth
Legal & Compliance
Ensured required disclosures were clearly structured and visible
Engineering
Focused on modularity and reusability to reduce dev effort
Business
Linked design decisions to measurable outcomes
Measurable Improvements Across Key Metrics
Improved conversion rates through clearer value communication
Increased user engagement and product discovery
Reduced time to launch experiments via modular components
Enabled a scalable foundation for future product growth
Consistency in information architecture is not just a UX improvement — it is a business lever that directly impacts conversion, trust, and scalability.