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2021 - 2025

Nationwide

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Nationwide Building Society is a British mutual financial institution, the seventh largest cooperative financial institution, and the largest building society in the world with over 15 million members. I joined Nationwide in 2021 to lead the design for The Landlord Works product (landlords' portfolio management platform).

 

In 2023 due to the property market crisis and the company's strategy change, TLW was closed. My team joined the newly created Digital Innovation team to work on digital experiences across different channels, but mostly the mobile app.

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TLDR 

 

​During my 4 years of work at Nationwide, I contributed to the following 

 

  • Growth design: Led design from branding and design system to UI features of a web-based portfolio management app for UK landlords. Scaled from 0 to 10,000 users over 2 years;

  • Change management: Re-shaped and supported new design function to match new business requirements. Scaled my design team from 1 UX and 1 UI designers to 4 product designers;

  • Mobile banking app design: Led design for 6 new features, including Digital Hub, Virtual accounts and cards, Budget planner, Branch Finder, Subscriptions management, Donations

  • User research: Led 5 discovery sprints and proof of concepts for digital propositions in conversational banking (AI), fraud prevention, budgeting, micro-investements, and branch finder 

  • Design Systems: created and evolved one UI library for brand new product. Organised and managed contributions to the existing Nationwide design system with refactoring of UI design assets (NEL - Nationwide Experience Language)

  • Product analytics: Onboarded and educated the team into behaviour tracking and 5 analytical tools: Hotjar, Mixpanel, AWS Quicksite, Adobe Analytics, Contentsquare

​Mobile Banking App

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We worked on a variety of new mobile app features, often with collaborations with other business departments, in-house designers, researchers, and agencies.

 

For example, the Virtual Accounts feature allows customers to separate their money and manage their finances better. 

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Most projects I worked on are under NDA, and unfortunately, I can't share many details about it. 

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​Digital Hub

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My team also designed the proof of concepts and early iterations of a wider Nationwide digital proposition that will go in the Mobile App alongside the usual day-to-day banking services. This proposition has not been released yet and is currently in testing. Unfortunately, I can't share too many details about it due to the nature of this information.

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AI / Conversation Banking

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In the Digital Innovation team, we focused on discoveries and concepts in new areas, that were not properly defined and scoped in the organisation. 

 

One example is that we worked on early proof of concept features that aimed to bring Conversational Banking to life with AI, Natural Language Modelling, and Virtual assistants. 

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I led the study of Nationwide members' attitudes to AI, their expectations, and intent. Below is an example of a messaging pattern analysis, that was a part of my study among many other things.

​The Landlord Works

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Before working in Digital Innovation, I led design at Nationwide's  The Landlord Works product. For 2 years working there, I contributed to the following:

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  • Restructured Design Team

  • Developed Designer Progression Framework

  • Set up event tracking analytics in Mixpanel and video recordings and heatmaps in Hotjar

  • Set up data insights infrastructure in AWS QuickSight

  • Created Design System in Figma 

  • Aligned designers and front-end engineers on UI Components Library in Storybook

  • Redesigned the initial product UI 

  • Delivered rebranding with new style guides and new landing pages

  • Designed several new features

  • Increased user engagement significantly

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