Shipping Motability’s first-ever digital account, for over 625,000 customers.

We kicked off discovery with a series of modified Google Design Sprints, run over two weeks rather than one — giving us time to instil the value of design thinking within the Motability team while still reaching the sprint's real goal: design, prototype and test ideas. I led the research and design across three sprints.

Interviews surfaced key themes: phone-phobia among customers with certain cognitive conditions, who wanted alternatives to calling; unpredictable lives that made planning ahead difficult, leading some to prefer managing their lease independently; a wish to feel informed and in control, the way people already check their banking apps; a need for instant feedback and clear next steps; and a wish to feel confident in vehicle choices, with half of participants worried about lacking confidence when discussing a problem or renewal.

Beyond the account itself, I helped recruit and train an in-house design team — running 'Design Taster' sessions to build interest across the client's internal teams, then training new hires in interaction design, Sketch, InVision and Abstract once hired. As Interaction Design Lead across two scrum teams, I directly oversaw four designers, reviewing their work against the client's brand and accessibility requirements, and produced and reviewed the account's copy alongside the design.

Since a new set of brand guidelines meant the design system had to be built from scratch, I developed a full set of digital-friendly iconography, input fields, spacing rules and more — the foundation other digital initiatives at Motability now build on.