An Example of How to Improve the Westpac iPhone App

Why I did this:

• Westpac launched a native iPhone application in December 2008 (You can download it from the Apple App Store here)
• It’s great that Westpac have done an iPhone application at all, this is just some advice on how to improve it.
• I appreciate that I don’t know Westpac’s back-end systems, but this is an ATM database, not their banking system, so it shouldn’t be too hard… 🙂
• The iPhone is the best mobile user experience, and applications which don’t provide a great user experience stand out more and don’t help the company brand
• The mobile device is very time sensitive to interaction because people usually want stuff quickly. The faster you can make the interaction the better, especially for tasks like finding an ATM
• I did this as an example of how interaction design needs to be thought through properly to improve the customer experience

The Task: Finding an ATM

Their Version

• Seven steps to find ATM over six screens (one screen twice)
• Can’t easily switch between branch and ATM
• Header title case doesn’t follow Apple iPhone Guidelines
• Visual design could be improved (branding & colours/fonts)
• Circled arrow on Suburbs list doesn’t follow Apple iPhone Guidelines

(click the image above to enlarge it)

My Version

• Three clicks to find an ATM over two screens
• Type-ahead can reduce required input even further than shown (Remember this is an application and the number of ATMs/branches isn’t too large to store locally and/or update over the air)
• This allows easily switch between branch and ATM
• Easier access to phone numbers, Lost/Stolen Credit Card is prioritised
• I haven’t addressed the visual design stuff here

(click the image above to enlarge it)

Step 1: Tap the “or type Postcode or Suburb” field. The keyboard will appear and the field will move to the top of the page with focus
Step 2: Start entering the postcode and the list of options should narrow, leaving a list for that postcode,
Step 3: Click the desired option and the list should appear with the ability to switch between ATMs, Branches, and All

What do you think? I’m also keen to hear other people’s thoughts on how to improve it even further.

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