Pet Insurance application - CommBank

Context

Commonwealth Bank partnered with PetSure (Australia) to offer pet insurance — a new product category for the bank. The experience needed to live seamlessly within CommBank's existing digital ecosystem while guiding customers through a traditionally complex insurance application.

Deliverables

• Fully responsive web application
• Native iOS and Android CommBank app pages
• Comprehensive design system guide delivered to PetSure, documenting component usage, spacing, typography, colour tokens, and interaction patterns to ensure accurate implementation of CommBank's visual standards during development

Problem space and personal challenges

Insurance applications are notoriously high-friction. The core challenge was simplifying a multi-step quote-and-apply flow — covering pet details, cover selection (Classic vs Plus), excess and benefit percentage choices, optional add-ons, and payment — without overwhelming users or compromising regulatory requirements. All of this had to feel like a natural extension of the CommBank product suite, not a bolted-on third-party experience — a particular challenge given the development was handled by an external partner team.

My role and design process

I worked closely with the Senior UX Designer, CommBank product stakeholders, and the PetSure design team to deliver the end-to-end digital experience. My specific contributions:

• Implemented CommBank's design system consistently across all screens, ensuring visual and interaction coherence with the broader product ecosystem
• Authored a comprehensive design system guide for PetSure's development team — documenting component usage, spacing, typography, colour tokens, and interaction patterns so the build adhered to CBA standards without constant design oversight
• Designed the web application interfaces across the full quote-to-purchase flow
• Led design critique sessions, driving alignment across cross-functional teams
• Designed the iOS and Android CommBank app pages for the pet insurance product

Collaboration was tight — I managed coordination across CBA and PetSure teams to keep the project on track against an aggressive timeline. The design system guide became a key handoff artefact, bridging the gap between CommBank's internal standards and PetSure's external development workflow.

Outcomes and recognition

The product launched on schedule, establishing CommBank's entry into the pet insurance market. The streamlined experience contributed to strong initial adoption and positioned the bank to capture value in a category where Australian pet owners spend an average of 10% of their monthly income on their pets. The design system guide enabled PetSure to implement the front-end with high fidelity to CBA's brand — reducing QA cycles and ensuring the final product was visually indistinguishable from CommBank's own in-house builds.

The product has been awarded the Mozo Experts Choice Award for "Exceptional Quality Pet Insurance" in both 2024 and 2025 — a recognition based on independent analysis of hundreds of policies across the Australian market.

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 product at CommBank Pet Insruance.