NAB • Live Chat

One of the key areas of designing a future banking experience at NAB was to design a new Live Chat interface. This would help customers with day to day service needs right within the app.

When approaching this first iteration I worked closely with the Chat Strategy team to better understand how the customer service assistants could help the banking users.

One of the main challenges was keeping the customer connected to the agent while they tried to troubleshoot any issues. I designed a Minimised Chat Component to help users never loose touch with their agent. This component sat neatly above the Tab Bar and provided additional information to make the user feel guided.

To further ease the cognitive load of learning this new chat UI, I designed a high contrast experience between the customers and the agents text inputs. Making it easier to immediately know which chat bubbles to focus on.