A business changes. Its account access has to keep up.
When someone joins or leaves a business, the owner needs to know who can act on its accounts and change that access safely. The existing service gave customers little visibility. They often had to call or visit a branch, handle paper forms and wait without clear confirmation.
Bankers faced a different part of the same problem. Authority information sat across records and systems, while account authority and channel access changes followed separate tasks. That made a simple customer request harder to explain and process.
Original concept illustration of the service problem.
02 / Solution✿
Design the banker journey around the whole request.
Each artefact helped turn a broad service problem into a decision the team could design and deliver.
01 / 03
Follow the business request across the service.
Artefact and activity
Current and target service maps exposed separate authority and channel-access tasks, paper handling and fragmented records. Banker workshops explored the friction behind those handoffs.
Design decision
I shaped one digital amendment journey around the request a business makes, instead of the separate internal tasks.
Business value
One route for authority and channel-access changes, reducing fragmented banker tasks.
Earlier service
Authority changeChannel access
↓
Deployed banker journey
One digital amendment journey
Conceptual comparison of the earlier tasks and the combined digital flow.
02 / 03
Make the change understandable and safe to process.
Artefact and activity
Lo-fi and mid-fidelity prototypes went through two rounds of banker testing, including mainstream and difficult amendment scenarios.
Design decision
I designed view, create and amend interactions with distinct current and pending states, plus checks for mismatches, duplicates, unsuccessful searches and signing rules. I worked with Risk and the business analyst on attestation wording.
Business value
Help bankers see the status of an authority and handle exceptions in the flow, with clearer controls for a consequential account-access change.
Fictional testing artefacts illustrating prototype and scenario testing; no internal screens or participant material shown.
03 / 03
Make the first release workable.
Artefact and activity
The wider service vision included customer self-service, digital signing and notifications. Architecture, risk and budget narrowed the first design focus to bankers.
Product decision
I took the banker flows through accessibility review and engineering edge-case sessions, then documented the design for delivery and future designers.
Business value
A defined banker experience for the first release, while the broader customer-facing service remained a future vision.
Wider service vision
Customer self-service · Digital signing · Notifications
↓
First design focus
Banker experience
View
Create
Amend
Conceptual scope distinction. The customer-facing vision is future state.
03 / Outcome✿
Digital servicing adopted. Amendment friction reduced.
Business outcome. About 90% of authority cases are handled on the new platform. Multi-account amendments have 43% less friction.
Customer outcome. Account-access changes can be handled through one connected banker journey, rather than separate authority and channel-access tasks.
20 → 7 steps
A shorter amendment journey.
54 → 31 taps
Fewer interactions to complete the flow.
04 / My role✿
From service evidence to buildable detail.
I led the product design work with bankers, product, Risk and engineering. My contribution covered user research, interaction design, accessibility and the handover needed to carry the design logic into delivery.
How the work took shape
Nov 2023
Initial testing
Banker feedback
I tested how bankers viewed existing account authorities.
Jan–Feb 2024
Workshops and concepts
Service mapped
I worked with bankers to connect the request across systems.
Mar–Apr 2024
Design and testing
Journeys refined
I tested prototypes and refined guidance, validation and accessibility.
May 2024
Sign-off and handover
Design handover
I documented flows and worked through rules and edge cases.
Sep–Oct 2025
Team deployment
Service launched
The digital banker service was deployed; its outcomes are shown above.
Research
Facilitated banker workshops and tested prototypes across mainstream and difficult amendment scenarios.
Interaction design
Designed view, create and amend flows, validation and error handling, plus reusable table and bulk-action patterns.
Delivery
Reviewed accessibility, worked through stories and edge cases with engineering, and documented the flows for the next designers and build team.
The illustration is conceptual. Internal bank interfaces and service maps are not shown.
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