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https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/c7ae332e-0f0a-4d56-ba3d-550291cf512b/SBIP+-+Service+Blueprint+-+Will.png https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/7c10cd6c-f6ad-4427-bccd-1687afd2bf9c/Designer+%289%29.png https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/6f5553de-d9c7-4756-b702-98369d640cbf/image+168.png http://www.tracy-ho.com/case-studies/pos-upgrade-bky4a monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505732439645-2OIXWW1EL5SA798TYXWJ/pinpad-comparison.jpg Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade The existing terminals (left) will be replaced by the new terminals (right) https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505732307430-F9XERSO8VRMBAE6DBV5B/harmony.jpg Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade The choice of colours aims to maintain harmony between the new UI and the store environment. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505734762790-A9XQEM5UXNWNIGK8I537/compare-flow.jpg Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade The pain point in the current interface is that, when customers see the wording "Ready" on the screen (outlined in red). They start interacting with the terminal before the payment screen. This has been addressed by providing explicit instructions for the customer to wait (outlined in green). https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505732789265-OAZ48HH3QMABLSPRNAPZ/PinPad-Txn-v2.gif Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade Sample animation for an transaction approved screen. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505733112183-UVZZWR74KS4F2T2SSAHG/IMG_1074.JPG Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505733116473-FYTK2YQ68C9TO1FFAD2G/IMG_1075.JPG Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505733143813-8KP5DZZHSN7LTWNB78J2/IMG_1078.JPG Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505733142144-A3788TT13XK9AXM2YQY2/IMG_1077.JPG Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505733855329-HF68JSV0V08KO948MMYT/testing.jpg Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505744892161-JONFMGKBM2LHTT4LM80S/%5B5-3-1%5D+00+screensaver.png Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505744887859-2O97M90CEM5RONH44OS5/%5B5-3-1%5D+01.png Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505744889294-AIUYAGFRE5ZQ2SM4BOKO/%5B5-3-1%5D+02.png Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505744890628-2A4FZBCCYPIDEI3YXSP1/%5B5-3-1%5D+04.png Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505744891796-RX1PAMJ1K5DILQFW1ODN/%5B5-3-1%5D+05.png Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505744892466-036G8QHZV0LSD47OEF9J/%5B5-3-1%5D+07.png Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505744892767-RYM3WCVIDD64RXFVB8DS/%5B5-3-1%5D+08.png Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1505744893069-M2GKIN8M9MXERB6E804G/%5B5-3-1%5D+09.png Tracy Ho | Design Lead - Australia Post - Payment Terminal upgrade http://www.tracy-ho.com/case-studies/pp-xb-hwll2 monthly 0.5 2026-03-06 https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1485142473508-B7FXNSRXPDAVWL08DNWP/xb-flow.jpg Tracy Ho | Design Lead - PayPal - Xoom integration Note on maintenance: For the major flows I like to keep a master flow document. As I was the gatekeeper of the latest designs. To have a document like this allows me share only the latest flows with designers and product managers. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1472052626873-IEBZZJS3P8YW34IINH0N/image-asset.png Tracy Ho | Design Lead - PayPal - Xoom integration PayPal - one page, five product entry points https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1485142829568-KF6KF2G423TQTDRNTMSF/image-asset.png Tracy Ho | Design Lead - PayPal - Xoom integration Xoom - one full page for one country https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1472053686085-67W82FD0R18ULXQOKJBH/image-asset.png Tracy Ho | Design Lead - PayPal - Xoom integration https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1472053328995-I0GFKN2CGITV8GAZE403/image-asset.png Tracy Ho | Design Lead - PayPal - Xoom integration https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1485143066414-ZUCNYXW86SEG0AHAVKL4/image-asset.png Tracy Ho | Design Lead - PayPal - Xoom integration https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1472053504471-WBZRKEJEVUK6DUUIEAEG/image-asset.png Tracy Ho | Design Lead - PayPal - Xoom integration https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1472053567928-843G8OA4ELLWBTA68NNO/image-asset.gif Tracy Ho | Design Lead - PayPal - Xoom integration https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1472056272754-K8E5Y06XGAO81CUR384Q/image-asset.png Tracy Ho | Design Lead - PayPal - Xoom integration https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1485145227227-IRYFK1EHQWJW3A15BZQX/image-asset.png Tracy Ho | Design Lead - PayPal - Xoom integration https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1485145245831-GNYV6MHLH8SSXSR5VHMX/image-asset.png Tracy Ho | Design Lead - PayPal - Xoom integration https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1472058940797-W4D5OMB1N6CCGBME55ED/image-asset.png Tracy Ho | Design Lead - PayPal - Xoom integration http://www.tracy-ho.com/case-studies/anz-ib-9eefa monthly 0.5 2026-03-06 https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1624775932319-F0DSAX8Z73DFZHOS1FYQ/Team-IB_2.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out The teams we worked with in this project. The three teams in our tribe is responsible for the two key features in Internet Banking. We also worked with the forth team in the Sales tribe who advised on the sales experience on our platform. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1625461420672-90B4K7GHCUMP61RHFEOF/Homescreen-existing.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Internet Banking homepage (existing) https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1625461456978-0SGPBDTHJ0LA737MT3PD/accountOverview.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Account overview (existing) https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1625461576517-HGCMOBCB6QQ1VG560MC4/Homepage+II+-+Desktop+-+List.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1625461729941-I0ZYNDST6ZBLQ1SDYIVB/Account+overview.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1625620696066-7BVXDBXYRQ9N1YKS8HZU/UI-Account+Overview.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1625461300538-9YSWSASYVA94XAKLOFZ7/Channel+alignment.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1580955702905-PXB7KUQJ1DNRE00ZAAUY/IMG_20191015_111016.jpg Tracy Ho | Design Lead - ANZ Internet Banking We listed out questions/hypothesis on the whiteboard, then what do we know on teams we need to reach out to or existing research that we know of. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1624166137022-VHLS1IZTW8KEJYHQ6Q9G/IB+UT.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out An interview session with one of our participants. We recorded interaction and participants feedback as they perform tasks in the prototype. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1624165988933-LYOVUUOENJJ4MH381U1Q/MVIMG_20191030_163333.jpg Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Debrief with team post customer interview https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1624165926455-3OP29DOD7B7A4Z549EN9/IMG_20191107_164548.jpg Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Synthesis process of qualitative research https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1592035840661-Z7OVL831ETEV6OPE7U59/image2020-1-14_12-30-15.png Tracy Ho | Design Lead - ANZ Internet Banking Word cloud of our work association results from the survey https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1624172295167-0S2C8VW41SOXVRKCP9JB/Homescreen-existing.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Homescreen: Before https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1624172228858-O5S6Q1AX9PM2YWSZGBUM/accountOverview.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Account overview: Before https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1611733476917-BVAUL32PE9Z78ASSLQ51/image-asset.png Tracy Ho | Design Lead - ANZ Internet Banking https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1624166436899-GUSSAF6ZTACGZMUYGKIZ/Account+overview.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1624166380860-O1PTREKEKNJGMW91M2ML/mobile.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/540f8de0e4b06b1635480733/1624170740741-UCOQY2FXJPGQPDW7O41H/customer+feedback.png Tracy Ho | Design Lead - ANZ Internet Banking - Make it stand out Examples of customer feedback from the on-site feedback form (rating from 1-5 stars)