NAB
Design Content Craft Award, 2026
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Challenge
An internal award recognising outstanding contributions to content design across NAB’s design community of 230+ designers. It celebrates work that improves clarity, comprehension and customer outcomes through effective communication and storytelling.
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
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
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Outcomes
- 01Winner of the NAB Design Content Craft Award 2026
- 02Increased awareness of content design within lending experiences
- 03Demonstrated measurable impact of clear communication on usability and accuracy
- 04Inspired others not to accept poor content just because it has legal implications
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Impact Metrics
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
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What this demonstrates
Craft excellenceInfluence through expertiseCustomer advocacyDesign leadership