Redefining Mobile Banking Interaction

Westpac iPad App- Transforming a transactional tool into an award-winning, customer-centric experience

Good Design Award - Winning narrative

THE CHALLENGE

Create a banking experience users would love — not tolerate

Westpac needed to leap beyond legacy UX and meet rising digital expectations. The iPad app wasn’t just due for an update — it required a fundamental rethink to stay relevant in an era of mobile-first finance and shifting customer habits.

MY APPROACH

Human-centred design that turned feedback into flow

As Product & CX Lead, I guided the redesign through human-centred design, iterative testing, and cross-functional collaboration. At each stage, we embedded customer insight to sharpen the experience and ensure the product evolved with changing banking behaviours.

Early prototyping drag-n-drop banking

A “serendipitous mistake” while prototyping led to a key gesture-based interaction — now central to the app’s unique experience.

Spatial architectural layout

THE IMPACT

Design-led innovation that delivered both awards and results

The redesign lifted App Store ratings from 2.5 to 4.5 stars and increased NPS from -8 to 41. A new credit card flow sparked a 542% sales uplift and AU$22K/day revenue jump. The app won a Good Design Award, with our gestural feature — born from a prototyping mishap — becoming a standout UX moment, resolving user anxiety and anchoring the experience in clarity and delight.

Good Design award narrative

Good Design award narrative

David Berigny

"David is an extremely talented service designer who really understands how to establish the core needs of the users and is able to then satisfy those requirements with elegant, simple, and intuitive solutions. He is a remarkably confident public speaker who finds it easy to convey the problem space and its challenges with a wider audience. I greatly enjoyed my time working with him, it's rare to find someone so knowledgeable, so empathetic to the user, and who is also eminently likeable as a person. I hope I get to work alongside him again one day." — James Cutts (Principal Designer, Bolt.com)

"Working with David has been a transformative experience in my career journey. His mentorship has not only enhanced my storytelling abilities and refined my UX portfolio but also instilled a profound confidence in my own capabilities. David’s approach fosters human creativity, equipping individuals to navigate and lead in the ever-evolving digital landscape. By guiding me to view career challenges through the lens of UX problem-solving, David has empowered me to embrace change and recognise the value of my experiences. He has prepared me to make a tangible impact in my career." — Nina Cogan (Product Manager, MinterEllison)

"David is a shining example of what happens when you get someone who is creative, passionate, intelligent and resourceful, and then combine it with an easy going, relaxed, non-ego driven and ethical designer. As the design stream lead on AMP's award winning collaboration platform, I was lucky enough to work very closely with Dave. He is responsible for the amazing visual design, responsive design and building the key user interactions. Not an easy feat on a platform plagued with usability issues out-of-the-box. I found Dave always keen to discuss ways to adapt the design based on usability testing results, and his non ego driven attitude made it incredibly easy to iterate the design to a point that it was something we are all exceptionally proud of. Dave also came up with the winning idea to create an internal gift economy in AMP, the result of which is a collaborative art piece permanently hung in AMP's foyer. I cannot recommend Dave highly enough, it's a lucky team that gets the joy of working with him." — Octavia Maddox (Chief Product Officer, Kmart & Target)

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