Westpac Sign-In Keyboard Removal
To remove the existing out of date password keyboard originally implemented for security reasons to help customers log in faster and complete the jobs they require to do.
Hurdles & Challenges
With such a large change to an integral page of the customer experience all stakeholders had an opinion and advice to provide. Branding also were required to approve visuals & designs had to change depending on feasibility.
Lessons & SUccess
Involve brand at an earlier stage so as to allow them feedback and ownership
Customers praised the removal of an annoying component, but were shocked to see that the password length had not changed - required additional security assurance for customers.