Tasked with analysing the full app journey for the B2C Natwest banking application. I spent three weeks breaking the app down step by step, to then propose a series of validated feature and architecture improvements which would help Natwest begin close the gap between their Fintech competition at Monzo & Starling. 

The UX audit was presented to the entire Natwest design team and formed the basis of a full redesign due to be rolled out across 2020. I focussed on reducing friction points, fixing UX and consistency issues, while listening to real users to understand what they actually want from their personal bank.

Impact

  • The UX audit formed the foundation for a complete redesign of the NatWest mobile app, which was planned for rollout in 2020.

  • Enhanced app usability and user satisfaction by addressing critical pain points.

  • Positioned NatWest closer to its FinTech competitors by aligning with customer expectations for modern banking experiences.

  • Achieved stakeholder alignment through a clear and actionable presentation of findings.

NatWest’s B2C mobile app faced increasing competition from FinTech unicorns like Monzo and Starling. The app lagged in delivering a modern, seamless, and customer-centric user experience. Key issues included:

  • Friction in user journeys.

  • UX and visual inconsistencies across the app.

  • Limited feature parity with competitors, hindering customer engagement and satisfaction.

Solution

  1. UX Audit: Conducted a step-by-step breakdown of the app’s full journey to identify pain points and inconsistencies.

  2. Sitemap Re-Architecture: Redesigned the app’s information architecture to streamline navigation and improve discoverability.

  3. Feature Roadmap: Proposed a roadmap of new features informed by user feedback and competitor analysis to close the gap with FinTech leaders.

  4. Presentation & Validation: Presented the audit findings and proposed solutions to the entire NatWest design team for feedback and alignment.

Key actions included:

  • Reviewing real user feedback to understand customer needs and frustrations.

  • Designing and testing potential solutions to validate improvements.

  • Providing detailed implementation recommendations to ensure feasibility.