Westpac Switch Online Form & User Experience Design As bank products & rates change frequently in a competitive market, the ability to easily switch accounts from one bank to another is a big draw card for customers. In the past switching required going in branch to make the move, but now more and more banks have opted to start the process online at the customer's convenience. Westpac wanted us to make their switching process a no-brainer. " The Business Excellence Awards (BEAs) run throughout New Zealand and offer a range of different Awards. " -- www.bea2012.co.nz Our Challenge Westpac had felt for a long time that their switching process needed an overhaul, especially online. What had previously been restrictive with their outdated CMS, was now possible with their brand new website. We just had to find the balance that comes with designing for a wide range of customers. Whilst some customers may want a quick, simple form to get the ball rolling, others prefer taking their time to consider their options. Plus the switch form not only had to be easy for the customer, but also those involved behind the scenes. Helping the user / hiding auxiliary information No one likes to fill in forms, but it's important that they are filled in correctly. Many types of users each with their own set of circumstances use the form, so being able to help those users through the journey meant making sure they are kept on course and presented with information