Home and Car Insurance application - CommBank

Context

CommBank's Home and Car Insurance products, underwritten by Hollard, were running on a deprecated backend. The entire digital experience needed to be rebuilt on a modern platform — new quote flows, updated claims touchpoints, and refreshed UI — while ensuring existing policyholders experienced a seamless transition with zero disruption to their coverage or trust in the CommBank brand.

Deliverables

• Fully responsive quote-to-purchase web application for both Home and Car Insurance
• High-fidelity UI designs across the complete end-to-end journey
• UI components aligned with CBA's design system and accessibility standards
• Design review and feedback on Hollard's claims portal experience to ensure it met CBA design system and quality standards

Problem space

This wasn't a cosmetic refresh — it was a full platform rebuild. The deprecated backend meant every screen, flow, and interaction had to be redesigned and re-engineered. The challenge was treating this as an opportunity to dramatically improve the experience rather than simply replicating what existed. At the same time, existing policyholders needed to migrate to the new platform without friction or confusion. Any perceived downgrade in usability risked driving customers to competitors during the transition. Adding complexity, Hollard was building the claims experience on their end, creating a quality control challenge: how do you ensure an external team delivers something that feels native to CommBank?

My role & design process

I was involved from the start of the redesign across both Home and Car Insurance products, working closely with the Senior UX Designer, CBA product stakeholders, and the Hollard design team — as part of CommBank's broader design organisation.

My specific contributions:

• Designed the full quote-to-purchase flow for both products, implementing data pre-fill from existing policy records — which reduced form field capture by 25% and improved quote completion speed
• Regularly presented work in CBA's broader design team critique sessions, aligning on design system patterns and gaining validation from design leads to ensure consistency across CommBank's product portfolio
• Worked collaboratively with the CBA design team to ensure all work met design system standards and accessibility best practices
• Provided regular design feedback to Hollard specifically on the claims portal experience — a separate workstream owned by Hollard — ensuring it met CBA's design system and quality standards
• Participated actively in user testing sessions and iterated designs based on research findings

The Home and Car Insurance quote-to-purchase flow was fully owned by CBA as a separate project, while the claims experience was built by Hollard on their side. This split ownership meant my role had two distinct modes: leading design execution on the CBA-owned flows, and acting as a design quality gate on Hollard's claims work — ensuring the end-to-end customer journey felt cohesive despite being delivered by two different teams.

Outcomes and results

The redesigned Home and Car Insurance products launched to market in mid-2025, completing CommBank's transition to Hollard as their general insurance partner. Key results:

• 25% reduction in form field capture through pre-fill of existing policy data, making the quote flow significantly faster for returning customers
• Improved quote completion rates driven by the streamlined experience
• Consistent brand experience maintained across both internally and externally built touchpoints — including Hollard's claims portal
• Successful migration of existing policyholders to the new platform without disruption to service continuity

The products now serve CommBank customers across four cover types for Home (Building, Contents, Building & Contents, and Landlord) and three tiers for Car (Comprehensive, Third Party Property Fire & Theft, and Third Party Property Damage) — with integrated management through NetBank and the CommBank app.

Confidentiality note

Due to CBA confidentiality guidelines, I'm unable to share detailed mockups or process artefacts from this project. You can explore the live products here: Car Insurance | Home Insurance