Creating a new era in SME banking

Creating a new era

in SME banking

Creating a new era

in SME banking

// Transitioning the bank from Financial partner

to Business partner.

Transitioning the bank from Financial partner to Business partner.

// Transitioning the bank from Financial partner

to Business partner.

ROLE

Lead Designer

@Nimbletank

project

Ecosystem discovery

NatWest

Delivery & STATUS

Mobile only

TBC

Tools of trade

CONTEXT

THE BRIEF

Research

Design sprint 1

DESIGN SPRINT 2

Findings

MY FAVOURITE BIT

Context

Ecosystem is a discovery project. It is where NatWest is heading to…

Ecosystem will be the primary financial partner for NatWest's customers. A single place to manage the growth of their business:

Informing them about their business performance
Helping them anticipate risks in the present
Assisting their decisions on the future
And providing them with professional support anywhere, at any time

Ecosystem will be the primary financial partner for NatWest's customers. A single place to manage the growth of their business:

Informing them about their business performance
Helping them anticipate risks in the present
Assisting their decisions on the future
And providing them with professional support anywhere, at any time

Ecosystem will be the primary financial partner for NatWest's customers. A single place to manage the growth of their business:

Informing them about their business performance
Helping them anticipate risks in the present
Assisting their decisions on the future
And providing them with professional support anywhere, at any time

The brief?

We were tasked to design various user journeys to test and demonstrate its capabilities to potential users:

Designing a personalised dashboard

Updating the address(es) of a product(s)

Creating a new user and adding them to a specific product

Creating a new user and setting up their roles/permissions

We were tasked to design various user journeys to test and demonstrate its capabilities to potential users:

Designing a personalised dashboard

Updating the address(es) of a product(s)

Creating a new user and adding them to a specific product

Creating a new user and setting up their roles/permissions

We were tasked to design various user journeys to test and demonstrate its capabilities to potential users:

Designing a personalised dashboard

Updating the address(es) of a product(s)

Creating a new user and adding them to a specific product

Creating a new user and setting up their roles/permissions

In banking, a product means all financial products like Credit Cards, Loans, Bank Accounts, Payment Systems, etc.

Research

We ran requirement gathering workshops with stakeholders to determine the user types, their roles; whether we need pre-set roles or an exhaustive list of actions, or both...

Design sprint 1

Updating the address(es) of a product(s)

Creating a new user and adding them to a specific product (Tyl)

Click on the icons to view the corresponding prototypes. You may switch between different journeys via the sidebar on Figma

Design sprint 2

Based on the feedback on the first user testing, we changed the IA (menu structure) and the user flow - and now we have even simpler user role types…

Adding a new user as an approver

Adding a new user as an admin

Adding a new user as a custom role

Click on the icons to view the corresponding prototypes. You may switch between different journeys via the sidebar on Figma

User testing & findings

The second round of usability testing was quite successful. Majority of the test subjects (11 SME owners, turnover range: £150K - £2M) liked the new user roles, and found them quite clear.

Only a couple of users mentioned that they would feel uncomfortable giving a user access to their business…

The second round of usability testing was quite successful. Majority of the test subjects (11 SME owners, turnover range: £150K - £2M) liked the new user roles, and found them quite clear.

Only a couple of users mentioned that they would feel uncomfortable giving a user access to their business…

The second round of usability testing was quite successful. Majority of the test subjects (11 SME owners, turnover range: £150K - £2M) liked the new user roles, and found them quite clear.

Only a couple of users mentioned that they would feel uncomfortable giving a user access to their business…

…and oh yeah, the experience got an excellent System Usability Score

My favourite bit?

The "View as <user>" feature I added during the second sprint. It works as a buffer and a safety valve for skeptical users who needs an extra layer of assurance.

So, after adding a user with a specific role, just before confirming, you can see the home screen as they'd see it; hence you'll be reassured that they're not seeing the things they're not supposed to see ; )

The "View as <user>" feature I added during the second sprint. It works as a buffer and a safety valve for skeptical users who needs an extra layer of assurance.

I’ve had the pleasure of working with Direnç on a number of occasions and look forward to working with him again. He’s a brilliant asset to any product or design team, with a great balance of craft skills and pragmatism, is happy working at pace and is a genuine team player. A rare find!