Mobile App · Fintech
CommBank
Travel Hub
A one-stop destination for CBA customers to book flights, hotels, car rentals, and activities — and manage travel insurance — all within the CommBank app.
A one-stop destination for CBA customers to book flights, hotels, car rentals, and activities — and manage travel insurance — all within the CommBank app.
Commonwealth Bank wanted to extend its app beyond banking — offering customers the ability to book travel and manage insurance in a single, trusted place. The challenge was earning user confidence in a non-traditional context while preserving the seamless, secure feel CBA customers already relied on.
Multiple travel categories (flights, hotels, car hire, activities) needed to coexist without overwhelming the existing financial experience, and insurance had to be surfaced at the right moment — not buried or pushed.
Stakeholder workshops, competitive analysis of travel super-apps (Qantas, Booking.com, Airbnb), and 12 user interviews with CBA frequent travellers.
Synthesised findings into journey maps, HMW statements, and a prioritised feature roadmap covering flights, hotels, car hire, activities, and insurance.
Wireframes through to high-fidelity screens in Figma, extending existing CBA design system components and introducing new travel-specific patterns.
Three rounds of moderated usability testing with CBA customers. Iterated on navigation structure, booking confirmation flows, and insurance upsell placement.
By anchoring the Travel Hub within the CommBank app's existing navigation, users felt confident they were in a secure, bank-backed environment. Familiar UI patterns from the banking experience were extended rather than replaced — lowering the cognitive overhead of a new service category.
Insurance was positioned contextually at the point of booking — not as an afterthought or forced upsell. Personalised recommendations based on destination, trip length, and existing CBA products increased uptake and satisfaction scores.
The end result was a cohesive, end-to-end travel experience that felt native to CommBank — not bolted on.