Westpac Brokerhub
Owner: Westpac Banking Corporation.
Role: UX Lead for the Brokerhub mortgage broker portal re-design, enhancements and design system.
Overview
BrokerHub is Westpac’s digital platform for mortgage brokers across Australia. As Experience Architect, I led the discovery, redesign and enhancement of the platform, helping improve how brokers access information, manage customer interactions and complete key business processes.
The Challenge
The existing platform supported a large and diverse broker community with varying levels of experience and digital maturity. The challenge was to modernise the experience, improve usability and support increased efficiency without disrupting established workflows relied upon by thousands of users.
Research and Discovery
Research included stakeholder workshops to ascertain current state, user interviews with mortgage brokers across Australia, journey mapping and usability analysis. These activities identified opportunities to pain points, areas where common workflows could be streamlined, improvements to information architecture and where an enhancements to user experiences across the platform could provide more consistency for all users.
Defining the Experience
The future-state experience was developed through wireframes, prototypes and iterative testing cycles with user test groups. New interaction patterns were designed and validated before being incorporated into the broader platform experience and enterprise design system. Final design assets contributed to the development of a re-usable global experience language (GEL) tool set.
Accessibility by Design
Accessibility considerations were incorporated into reusable design patterns and interface standards. The project promoted consistency, clarity and usability while supporting enterprise design system adoption and improved user outcomes.
Outcomes
The redesign improved platform usability and established new design patterns that were adopted more broadly across the organisation. The project contributed to a more consistent user experience for more than 10,000 mortgage brokers while supporting Westpac’s ongoing digital transformation efforts.