Nationwide Bank

CLIENT. Publicis Sapient (Fintech)

YEAR. 2020

SERVICES. Lead UI/Visual design

PROJECT OVERVIEW

I contracted as a Senior Visual Designer and Lead UI for Publicis Sapient, contributing to the digital transformation of Nationwide Building Society. Nationwide, the world’s largest building society with over 15 million members, sought to enhance its digital customer journeys across various banking products. Publicis Sapient led the transformation, exploring innovative solutions to elevate customer experiences and streamline services.

Project scope

Publicis Sapient’s goal was to digitally transform customer journeys, integrating assisted intelligence and Open Banking services to create a seamless, modern banking experience. My role involved designing new concepts and refining existing customer journeys to align with these objectives.

KEY RESPONSIBILITIES

  • Conceptual Design: Created future-state visuals and MVP prototypes for enhanced customer journeys.

  • Collaboration: Worked as part of the Sapient Design Hub, collaborating with service designers, product owners, business analysts, UX designers, and developers (front-end and back-end React teams).

  • Agile Processes: Contributed to design ideations, team planning sessions, and agile retrospectives to align creative and technical goals.

  • Design Systems: Implemented design systems into version control tools like Abstract, organiSing components into Atoms and Organisms while establishing guidelines for scalability and consistency.

CREATIVE EXPLORATION
As part of the transformation team, we explored:

  • Assisted Intelligence: Designed tools to coach and mentor customers in setting financial goals and saving money.

  • Open Banking Integration: Focused on shortening application processes and cross-selling products to support customer goals.

  • Tone of Voice Evolution: Shifted the tone to a more conversational and human approach, improving customer engagement and satisfaction.

CHALLENGES

  • Integrating design systems into Abstract and managing organisational patterns.

  • Collaborating across multiple agile scrum teams with diverse deliverables.

    Balancing future-state visions with MVP prototypes for phased implementation.

DELIVERABLES

  • Future-state visuals for concept approval.

  • MVP prototypes to validate design ideas and functionality.

  • Wireframes for iterative development and collaboration.

OUTCOME

This project exemplified the power of collaborative design to enhance customer experiences through modern, scalable solutions. While the transformation is ongoing, the groundwork laid by the team has provided a strong foundation for Nationwide’s digital future. My role allowed me to lead key visual design initiatives and contribute to meaningful customer-centric improvements.

VARIOUS VISUALS - NATIONWIDE