The co-operative bank

The Co-operative Bank launched a major digital transformation to strengthen its position in an increasingly competitive online banking landscape. A key focus of this initiative was the complete overhaul of its core retail banking website, designed to elevate the user experience, improve functionality, and drive greater customer satisfaction.

RESULT

As the UX Design Lead, I drove the creation of a cohesive and high-performing user experience through a structured, agile design process and regular cross-functional design reviews. This culminated in a fully functional prototype that translated into a polished final design, one that resonated deeply with users and exceeded expectations.

Following user testing, the product was praised for its intuitive navigation, short learning curve, and high satisfaction ratings among existing customers. These outcomes validated our user-centered design approach and demonstrated the product’s readiness for scalable deployment.

Beyond delivery, my continued leadership has played a pivotal role in shaping the strategic direction of the main site. By keeping user needs at the center of ongoing development efforts, I’ve helped establish a foundation for continuous improvement and long-term product success.

RESPONSIBILITIES 

I initiated the project by working closely with the client to understand their business goals and user challenges, leading market segmentation and competitive research to inform our strategy. From these insights, I facilitated early conceptual design work and built a robust framework that set the stage for user-centric product development.

To ensure coherence across touchpoints, I structured the work into multiple coordinated workstreams, guiding both design and development teams through iterative planning and execution. I remained hands-on throughout, aligning user journeys, design systems, and implementation tactics to deliver a unified experience.

This holistic approach ensured that the final product was not only aesthetically refined and functionally sound, but also tailored to the distinct needs of the client’s audience, positioning the project as a cornerstone for future design evolution.