tailored for them. Rather than displaying all of the information all of the time, content blocks are 'hidden' depending on the outcomes of the user's choices and information given. Allowing each user to see only what is relevant to them, slimming down the visual appearance, lessening the impact of dealing with a large form. Our Solution We put a great deal of planning into how the information gathered from the online form was to be integrated into the existing customer switching process. We created form fields that directly matched databases, allowing customer profiles to be pre-formatted ready for Westpac staff to kickstart the process. Then for customer convenience, we designed the form so that only relevant content would be shown when needed. They could either fill in a simple form, or optionally reveal further information about their banking preferences.