Feature Optimisation Delivery for UK Banks

Overview

I worked with major UK banks to improve engagement across key digital banking features. The focus was on identifying where customers struggled, removing friction from high-usage tasks and shaping clearer, more intuitive journeys.

Role

Product & CX Consultant, BE Group

Highlights

• I worked with major UK banks to improve engagement across key digital banking features. The focus was on identifying where customers struggled, removing friction from high-usage tasks and shaping clearer, more intuitive journeys.
• I reviewed existing features across web and mobile, mapped how people used them, and analysed behavioural drop-offs. This covered payments, card controls, statements, profile management and everyday servicing tasks.
• Banks shipped cleaner, simpler digital features that saw higher usage and fewer customer queries. The improvements shaped future design standards and influenced feature upgrades across multiple channels.

What I Delivered

I reviewed existing features across web and mobile, mapped how people used them, and analysed behavioural drop-offs. This covered payments, card controls, statements, profile management and everyday servicing tasks.

Impact

Banks shipped cleaner, simpler digital features that saw higher usage and fewer customer queries. The improvements shaped future design standards and influenced feature upgrades across multiple channels.