NAB Design Content Craft Award, 2026
Content DesignAwards
What is it?
An internal award recognising outstanding contributions to content design across NAB’s design community of 200+ designers. It celebrates work that improves clarity, comprehension and customer outcomes through effective communication and storytelling.
Challenge
Financial services experiences often contain complex legal, operational and technical information. Poorly structured or unclear content increases user errors, support effort and task abandonment.
My Role
Lead Product Designer and content advocate focused on improving clarity across a particular lending experience. Challenged stakeholders and the status quo on a recently approved legal form to improve comprehension and outcomes for bankers and customers.
Approach
- Applied content design principles across multiple initiatives
- Simplified complex terminology and instructions
- Challenged unnecessary language and content complexity
- Provided side by side current form with target state
- Worked with legal for approval of new content
- Embedded content quality into design decisions rather than treating it as a separate activity
- Demonstrated impact through a storytelling-based award submission
Outcomes
- Winner of the NAB Design Content Craft Award 2026
- Increased awareness of content design within lending experiences
- Demonstrated measurable impact of clear communication on usability and accuracy
- Inspired others not to accept poor content just because it has legal implications
Customer Impact
- Contributed to reduced ambiguity and congnitive load
- Clearer task completion for bankers and improved usability across multiple lending experiences
- Resulting in faster time to yes for customers by eliminating errors that resulted in forms being sent back to resubmit
Organisational Impact
- Helped elevate content design as a strategic design capability rather than a purely editorial activity
What this demonstrates
- Craft excellence
- Influence through expertise
- Customer advocacy
- Design leadership