Upload Automation

JMC

INDUSTRY:

FINTECH

CLIENT:

ANZ PLUS DIGITAL BANK

YEAR:

2025

EXPERIENCE:

E2E UX/UI DESIGN LEAD

overview.

Uploading documents is a key part of ANZ Plus’ digital home loan application journey. Customers previously had to email or manually submit supporting documents, creating inefficiencies and friction. I led the end-to-end UX design to automate uploads directly within the app, creating a digital-first, seamless experience that removed manual steps for both customers and staff.

Results: 19.5 hours faster approvals, 27% less manual work, and a clear path to AI-driven automation.

challenge.

The document upload step was the #1 bottleneck in home loan applications.

27% of coach time spent on income verification (~1 hr/application).
26% of applicants uploaded the wrong documents.
Multi-session uploads delayed approvals by ~19.5 hours.

The document upload step was the #1 bottleneck in home loan applications.

27% of coach time spent on income verification (~1 hr/application).
26% of applicants uploaded the wrong documents.
Multi-session uploads delayed approvals by ~19.5 hours.

goals.

Streamline document collection within the app.
Reduce operational workload by automating manual processes.
Improve customer experience with clear, guided steps.
Enable faster home loan approvals.

Streamline document collection within the app.
Reduce operational workload by automating manual processes.
Improve customer experience with clear, guided steps.
Enable faster home loan approvals.

process.

Based on my investigations with help from data and lending teams, there was a clear problem to solve. At least room for optimisation. The first thing I did was simplify the current end-to-end journey. The current journey was more complex than it appeared, saddling several channels. The user journey was sub-optimal due to channel switching, broken journeys, wait times and engaging with support messaging with customer service even when there wasn't an issue with their application.

A principle that has served me well is to create practical artefacts that can circulated and workshop with stakeholders from different functions. The ideal artefact was a user journey map, blended with a cross-sectional view of backend operations that supported. I circled the pain points, based on Apromore data analytics, customer research, and anecdotal feedback from lending staff.

I facilitated several workshops with different business functions and subject matter experts. This included key feasibility studies with Information Architecture, Engineering, and service partners involved with AI-based document scanning technology. Feasibility of a 3 phased solution design was assessed and discovered. We then re-tested and iterated on the improved user journey design to ensure it was desirable for users.

I presented the final mid-fidelity design with design panels (peers and later leadership). Feedback gathered was used to inform my next phase of design to create a high-fidelity design for the end-to-end journey.

My process could be summarised into the following steps:

Discovery – Collaborated with data and lending teams, to understand inefficiencies and customer pain points.
Mapping – Requirements across loan types & use cases, to design a scalable upload framework.
Design & Iteration – Created wireframes, then high-fidelity flows in Figma; refined from squad feedback.
Testing – Conducted usability sessions to validate clarity of language, upload guidance, and error handling.
Delivery – Partnered with engineers to ensure secure upload functionality, accessibility compliance, and performance at scale. Co-designed a build-flow over 3 phases:
- Phase 1: Auto-generate doc list at application, enable same-session upload.
- Phase 2: Instant coach notifications after upload, no chasing.
- Phase 3: Automated verification → instant progression.

Discovery – Collaborated with data and lending teams, to understand inefficiencies and customer pain points.
Mapping – Requirements across loan types & use cases, to design a scalable upload framework.
Design & Iteration – Created wireframes, then high-fidelity flows in Figma; refined from squad feedback.
Testing – Conducted usability sessions to validate clarity of language, upload guidance, and error handling.
Delivery – Partnered with engineers to ensure secure upload functionality, accessibility compliance, and performance at scale. Co-designed a build-flow over 3 phases:
- Phase 1: Auto-generate doc list at application, enable same-session upload.
- Phase 2: Instant coach notifications after upload, no chasing.
- Phase 3: Automated verification → instant progression.

solution.

A fully integrated in-app document upload system where customers can:

See exactly which documents are required for their loan type.
Upload documents via mobile (camera, files, or drag-and-drop).
Track progress with clear status indicators.
Benefit from automated system checks, reducing missing or incorrect uploads.

impact.

2 x

Partner of the Year
Rebel Australia

+23%

YOY growth FY18
UX-design x Sales

+18%

YOY growth FY19
UX-design x Sales

reflection.

A fully integrated in-app document upload system where customers can:

See exactly which documents are required for their loan type.
Upload documents via mobile (camera, files, or drag-and-drop).
Track progress with clear status indicators.
Benefit from automated system checks, reducing missing or incorrect uploads.

testimonial.

Jason excels in collaborative environments, working seamlessly with engineers, analysts, product owners, and leadership. He actively incorporated feedback to evolve wireframes into polished, user-centric designs.

Josse O'Connor

Product Owner

keywords.

UX design, service design, automation, AI-ready experiences, mobile banking, design systems, customer experience, process efficiency.

more to explore.

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