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Commonwealth Bank

Financial Wellbeing Score


A joint initiative with Melbourne Institute to measure Australian’s financial wellbeing, by way of a survey which surfaces a wellbeing score




Understanding the problem


When the project began, I started looking into existing research paper to understand the problem

Source: Using Survey and Banking Data to Measure Financial Wellbeing, Commonwealth Bank of Australia and Melbourne Institute Financial Wellbeing Scales Technical Report No. 1, Comerton-Forde et al. March 2018


Working with the UX researchers we planned and ran 2 focus groups (high confidence vs low confidence) to further understand the problem space

  • Understood customer’s awareness and interpretation of the term “financial wellbeing”
  • Concept test - the survey
  • Comprehension of visualisation
  • Understood customers’ perception of CBA’s role

Design & execution


Following from UX research I started designing the survey. After rounds of usability testing, it revealed issues with comprehension in both the value proposition and result:

  • As many misattributed the financial wellbeing score as credit score
  • Many found the labels on the scale confronting
Ongoing refinement through design huddles and usability testing to produce final designs
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Chen-Ching Lam, Senior UX Designer. Sydney, Australia.