While working in the Home Buying (HB) domain at CommBank, I led a project to create a visual “experience wall” that provided a 1–2-year vision of our end-to-end home buying journey. The wall helped align squads and stakeholders across the business by visualising the future-state experiences across all customer channels (including customer-facing, broker, and lender experiences).
My role: Lead designer, facilitator, and collaborator. I led the creation of both the physical and digital versions of the experience wall. I worked closely with designers, product owners (POs), and stakeholders across multiple crews to align on a shared vision. I also organised, documented, and iterated visual outputs using Figma.
Team: Designers, Product owners (POs), and stakeholders across multiple crews
The Unified Production Line (UPL) crew is responsible for defining the future-state experiences across all Home Buying channels — for both customers and staff. Their role is to ensure that the experiences we’re building over the next 1–2 years are:
• valuable
• market-leading
• consistent across channels
• simple and unified
They also help identify and address any gaps across systems and journeys.
We kicked off the project by hearing expectations from the UPL team. I volunteered to lead the initiative and brought together HB designers from different squads into a shared physical space. To ensure alignment:
• We defined journey stages together and added design thinking and strategic input for each
• I invited POs and stakeholders to contribute their perspectives directly to the wall
• I facilitated regular design workshops to iterate and refine the target state
• We used a shared Figma file and updated the physical wall multiple times as feedback evolved
• I ensured consistency across all views, transforming fragmented ideas into a clear, unified experience
The wall was a success.
Stakeholders were thrilled with the result and started using the wall as a strategic tool to:
• Add their insights and uncover gaps
• See the full picture of E2E home buying journeys
• Understand what’s missing and what’s working
• Spot channel misalignments
• Incorporate new ideas aligned with the future vision
It helped POs and crew leads communicate ideas and make more confident product decisions. Higher-level stakeholders began using the wall to present the future roadmap and inspire their teams.
I was formally recognised for “Commitment” for bringing this initiative to life, including how I facilitated cross-crew collaboration, synthesised insights, and turned it into a tangible and inspiring outcome.
