From an internal concept called Prophet to Mimo, NatWest's personal finance app.

We were initially contracted for a short discovery piece, building on our existing research from Moment into a realistic proposition to pitch back to RBS. We set up a 20-person panel of RBS and non-RBS customers across England and Scotland, running fortnightly qualitative and quantitative research and a diary study, then corroborated the findings with surveys of 1,500–2,000 respondents to give the work weight with senior leadership.

The research surfaced consistent themes: people were four times more likely to be stressed about being time-poor than financially poor; admin and finance tasks were deferred until they felt overwhelming; people used fragmented, inconsistent methods to manage admin; documents were scattered across emails, cloud storage and filing cabinets; and roughly half of participants were checking their banking apps multiple times a day just for peace of mind.

Evaluative research on early concepts — money, data, admin and documents — used prototypes I built, validated across four surveys with over 600 participants. From there we developed the proposition into what became Mimo: a timeline that chronologically displayed insights about money alongside a running total for the day, week and month, and 'Roundup', a periodic, story-format summary of a customer's spending that presented insight in an engaging, swipe-through way rather than another dense dashboard.

Following discovery, I moved into delivery — running workshops to develop and prioritise the backlog, working closely with BAs and the Product Owner to elaborate stories, creating medium-fidelity wireframes, and establishing a design system using Sketch Libraries within Abstract. I worked closely with developers through the build, from mini-kickoffs through to a desk-check against what was designed.