✅ Formative research ✅ Figma prototypes ✅ Design strategy ✅ Leadership
Challenge
A leading retail bank needed to digitally migrate and re-register an existing customer segment while also onboarding prospective customers, with a specific emphasis on inclusiveness and diversity.
32%
Increase in NPS, avg.
Increase in NPS, avg.
66%
User Satisfaction metric
User Satisfaction metric
Migrating existing customer segments from paper-based processes to a digital-first model, not easy
We learned
Researching the latest FCA regulatory guidelines along with the client's vulnerable customers manifesto, we arrived at some solid UX principles quickly.
UX principles needs to be consumable, and enforceable
Vulnerable customers deserve good UX, too
Given the small UX squad needed to execute up to x10 epic-sized features per sprint, I devised a strategy using stateful Figma variants to increase our wireframe production speed.
Stateful components mean the team can move faster while producing consistent patterns
I also created responsive templates for device views and content briefing the squad so that they could keep pace, yet still put the time into thinking about the experience itself.
Leading, by creating designer-tools for the squad
Helpful banking means humanised banking
