Designing Addiko Bank’s first digital account for small and medium-sized business customers.

We started with generative user research with Addiko Bank’s business customers, travelling to Montenegro, Slovenia, Serbia and Croatia to conduct face-to-face interviews. I worked with the team to write the script and test plan, led and observed interviews, then worked on analysing the results through thematic analysis back in the UK — creating three personas representing the customers we spoke to, and a set of themes from the key findings.

A workshop with client stakeholders followed, generating and prioritising ideas for business banking customers. I led parts of the workshop and facilitated throughout the day, leaving with three prioritised ideas to develop into prototypes: a corporate loan application, a trade finance application, and a product overview dashboard.

After remote interviews on the as-is process for each prioritised idea, we mapped the interactions between bank and customer and began developing wireframes, running sketching sessions with the client to iteratively improve the designs. I created the wireframes in Sketch and lo-fi prototypes in InVision, then travelled to Serbia and Austria to validate the solutions with customers — leading, planning and executing that testing myself.

While developing the final designs, I worked with off-shore developers to build the three prototypes, using Flinto for animations and InVision for hand-off. We took the findings from user testing and produced a UI concept specification explaining each key screen and its design considerations — serving both as a guide for our developers and as a reference Addiko’s in-house team could build on afterwards.