


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
Context
Context
Ecosystem is a discovery project. It is where NatWest is heading to…
Ecosystem is a discovery project. It is where NatWest is heading to…
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?
The brief?
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
Research
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...
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...
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
Design sprint 1
Design sprint 1
Click on the icons to view the corresponding prototypes. You may switch between different journeys via the sidebar on Figma


















Design sprint 2
Design sprint 2
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…
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…
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…
Click on the icons to view the corresponding prototypes. You may switch between different journeys via the sidebar on Figma


















User testing & findings
User testing & findings
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
…and oh yeah, the experience got an excellent System Usability Score
…and oh yeah, the experience got an excellent System Usability Score





My favourite bit?
My favourite bit?
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.
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.
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 ; )




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!
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!
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!

Paul Vallois
Paul Vallois
Managing Director at Nimbletank
Managing Director at Nimbletank

// OTHER CASE STUDIES

01/
My Savills platform
Savills

01/
My Savills platform
Savills

02/
Service alterations page
c2c

02/
Service alterations page
c2c

03/
Access to experts
NatWest

03/
Access to experts
NatWest


