Locate Us helps Westpac customers find the closest branch or ATM — and when they're travelling overseas, it surfaces no-fee ATMs across the globe so they're never caught short.
Despite the shift to digital banking, customers still regularly need physical access — to deposit cash, speak with a specialist, or use an ATM abroad. Westpac needed a location feature inside its app that made finding a branch or ATM fast and frictionless, both at home and while travelling overseas.
The overseas use case introduced particular complexity: customers abroad needed to know which ATMs were fee-free under their account type, in real time and without relying on third-party apps or guesswork. Getting that wrong meant surprise charges for customers who assumed they were covered.
Interviewed customers who had recently needed to find a branch or ATM, including several who had been caught out by unexpected ATM fees overseas. Mapped the key decision points and moments of uncertainty.
Defined the two distinct use modes — local (quick, routine ATM access) and overseas (high stakes, fee-sensitive). Designed the information hierarchy and filter logic to serve both without adding complexity for either.
Map-first layout with geo-triggered results on open. Custom map pins for branches vs ATMs vs no-fee ATMs. Detail sheets with services, hours, and navigation CTAs. Accessible contrast ratios maintained across all pin and label states.
Usability testing confirmed the no-fee ATM distinction was immediately understood without explanatory text. Final iterations tightened the filter UX on small screens and improved the overseas mode entry point.
The Locate Us feature opens directly to a live map centred on the customer's current location, with the three nearest branches and ATMs already visible. No search required for the most common use case. Customers looking for something specific — a branch with a mortgage specialist, a no-fee ATM near their hotel — can apply filters in one tap without leaving the map view.
Each location card in the results list shows distance, opening hours, and the services available at that branch — giving customers everything they need to decide before heading there.
For customers travelling overseas, a mode switch in the filter bar surfaces the global no-fee ATM network — clearly distinguishing fee-free machines from standard ATMs using a dedicated pin style and a badge on list results. Customers no longer need to research which ATMs to use before travelling or guess on location.
The feature was designed within Westpac's existing design system, ensuring visual and interaction consistency with the broader app while introducing map-specific patterns optimised for quick, in-context use.