Finance, Insurance & Fintech
Architecting the Digital Core: A UX Evolution for a £60bn Financial Pillar
A Tier 1 UK Retail Bank
Client Overview
A "Big Four" British banking giant, this FTSE 100 financial institution serves retail and commercial customers across the UK, driving high-consequence fintech infrastructure.
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Customer Base
Serves over 20 million active digital banking customers.
Global Reach
Operates predominantly within the UK.
Employees
Employs around 63,000 professionals globally.
Revenue
A historic institution with a legacy of over 300 years, solidified through strategic acquisitions.
Profit Before Tax
Manages a portfolio of household name brands within the UK financial sector.
Products & Solutions
Offers diverse services, including retail banking, commercial banking, insurance, pensions, and investment services.
Market Presence
Maintains a significant presence in the UK financial services market.
Technology
Invests heavily in digital technologies to enhance customer experience and streamline operations.
Industry Recognition
Consistently ranks among the top financial institutions globally.
The Challenge
As part of a multi-billion pound digital transformation initiative, the institution faced a significant challenge in unifying the user experience across its mission-critical internal applications. The goal was to enhance usability and create a cohesive digital ecosystem for its workforce.
Previous Approach
To address this, the bank onboarded specialist UX leadership to guarantee a seamless and scalable design strategy for their high-consequence fintech infrastructure development.
Impact of the Challenge
- Internal operational efficiency was at risk without a unified and intuitive digital environment for employees.
The Solution
I was engaged as the Lead UX Product Designer to architect and deliver a new, unified user experience for the institution's internal-facing applications.
- Architected and executed the UX design strategy for a suite of internal banking applications.
- Led the programme for Digital Communication and Digital Inbox, creating and managing the UX and UI design for the main banks across 16 brands, ensuring a consistent experience for all devices, bank brands, and user cohorts.
- Led the end-to-end design process, from discovery and research to high-fidelity prototyping and validation.
Key Deliverables
User Experience (UX) & UI Components
- Business Requirements & User Flows
- Information Architecture
- Figma End-to-End Wireframe Design
- UCD User-Centred Design
- High-Fidelity GUI Design
- End-to-End iOS & Android Prototypes
Development Contributions
- Application of UCD Principles
- Product Design & Innovation
- Mobile-First Design & UX/UI Consulting
- Usability & Accessibility Improvements
- Internal Employee Feedback
- Agile Team Collaboration
The Results & Impact
- Delivered a cohesive and intuitive user experience solution that was adopted across multiple internal platforms.
- Significantly improved employee workflow efficiency and reduced training overhead.
- Received exceptional feedback from senior stakeholders for delivering a solution that enhanced productivity and aligned with the bank's strategic transformation goals.