A banking experience built around your life, not just your money.
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Banking, reimagined
With strategy fragmented across 12 workstreams, our client needed a customer-centred vision everyone could rally around. To cut through the noise, we ran workshops to capture organisational perspectives, then consolidated research, designs, and strategy into a “design mosaic”, a 5m printout that replaced endless decks with a tangible artifact for alignment. To strike the right balance between capturing enough depth to build trust without overwhelming stakeholders, we prioritised signature experiences and customer needs which transcended departments, such as support in moments of low confidence. A recurring theme from customers was: “I get that it’s your bank, but it’s my money,” highlighting the need for alignment and personalisation across the entire banking experience.
A cohesive vision and comprehensive framework for execution
The workstream mapping created immediate visibility at ELT level, cutting through competing roadmaps. The experience framework and prototype enabled prioritisation of concepts and accelerated decision-making. Crucially, the work gave the client the clarity and direction they needed to move confidently into the RFP process. I learned that when organisations are fragmented, a unifying artifact and a clear framework can be more powerful than a polished prototype. The real value of design here was not just what we made but how we created alignment to act.
