Introduction
This case study highlights the key areas of impact across my time at Lloyds Bank International, spanning multiple roles, products, and phases of delivery.
Over a multi-year engagement, I led UX and product design across Lloyds Bank International’s mobile and web platforms, covering 0–1 product launches, large-scale journey design, and organisation-wide design transformation.
Context
I worked within a regulated international banking environment spanning multiple jurisdictions and legacy platforms.
At the time, Lloyds Bank International generally operated independently of Lloyds Banking Group in the UK, with limited access to centralised design resources or platforms earlier in my engagement.
The work balanced 0–1 product development with live customer journeys, compliance requirements, and long-term platform evolution across mobile and web.
Role
I was embedded as the sole product and UX designer at Lloyds Bank International, owning design end-to-end across products and platforms.
I worked hands-on within multiple product teams while partnering closely with product, engineering, and senior leadership, with support from internal brand and marketing teams on tone of voice and brand guidelines.
Over time, my role expanded to cover both delivery and design leadership across systems, platforms, and ways of working.
Product UX Leadership
Led UX and product design across Lloyds Bank International’s mobile and web platforms.
Areas of responsibility
UX leadership across iOS, Android, and Web products.
Ownership of end-to-end UX across 40+ customer journeys.
Close collaboration with product owners, engineering, and senior stakeholders.
Alignment of UX delivery with business, regulatory, and technical constraints.
High-level cross-platform function mapping
Design & ownership of all journeys
DesignOps & Agile Delivery
Integrated design directly into agile delivery, aligning UX work with product planning, development, and quality assurance.
Areas of responsibility
Creation and standardisation of UX documentation, including acceptance criteria, definition of done, and QA checklists.
Reduction of UX and delivery friction across teams.
Integration of UX workflows with product and engineering processes.
Design involvement in refinement, planning, and retrospectives.
Reskin workflow approach
Leading team retros and facilitating agile ceremonies
Product/design/development/QA/QE workflow planning
UI & Design Systems
Designed and maintained shared UI systems that supported consistent product interfaces across 6+ digital products and 40+ customer journeys.
Areas of responsibility
Screen and component design across mobile and web.
Migration of legacy Sketch/InVision systems into Figma.
Evolution of shared design libraries supporting 6 digital products and 60+ journeys.
Application of brand, accessibility, and consistency standards, including WCAG 2.1 Level AA compliance.
Multi-theme, cross-platform redesign planning
Core-component library usage stats
Designing scalable multi-brand design systems
Customer Journey & Service Design
Led and enabled customer journey design across products and teams, connecting journey mapping to delivery across mobile and web.
Areas of responsibility
Design and evolution of 40+ customer journeys across mobile and web.
Creation and standardisation of customer journey mapping templates.
Delivery of journey mapping and service design workshops.
Mapping of complex, multi-step journeys spanning multiple channels and products.
Team training and alignment on customer journeys
Advanced Prototyping & Interaction Design
Designed advanced interactive prototypes to explore, validate, and communicate complex product behaviour.
Areas of responsibility
High-fidelity prototypes with variables, conditional logic, and complex system states.
Prototypes used for stakeholder alignment and development handoff.
Exploration of edge cases, interaction complexity, and third-party integrations.
Use of prototypes to support usability testing and design validation.
Single-screen prototype with conditional logic and variables
Conditional logic and variables prototype
Figma Platform & Delivery
Introduced, managed, and scaled Figma as the organisation’s core design and collaboration platform.
Areas of responsibility
Introduction and rollout of Figma as the primary design and collaboration tool across teams and products.
Migration from Sketch and InVision into shared Figma workspaces.
Workspace, library, and permission management.
Delivery of training sessions and workshops to upskill internal teams.
UX/UI Designs core journeys
UX/UI Development briefs
"All things Figma" workshop
Design Evangelism
Championed design quality, accessibility, and user-centred thinking across the organisation.
Areas of responsibility
Collaboration with decentralised teams and external partners.
Advocacy for UX and accessibility prioritisation within product roadmaps.
Delivery of presentations, workshops, and training sessions.
Engagement with senior leadership on design maturity and UX strategy.
"Omni-Channel Customer Journeys" presentation
SLT & Engineering presentation on tokenisation
Presentation slide demonstrating semantic variables
App Store Management
Owned and maintained mobile app store presence for iOS and Android products across multiple releases and rebrands, from initial launch through to a stable, live product.
Areas of responsibility
Ongoing ownership of Apple App Store and Google Play Store presence.
Design, upload and management of App Store and Google Play imagery.
Writing, formatting, and updating store descriptions.
Support for multiple releases and ongoing store optimisation.
Captured and interpreted app store feedback, translating user sentiment into actionable design and product direction.
Apple app store presence
Google play store presence
App store ratings & reviews
Media manager imagery (v1)
Apple app store presence (v1)
