I joined the bank as a UX Designer, it was undergoing a major transformation, repositioning its services and launching an updated app. Although the app carried the older branding, it marked a key moment for introducing enhanced functionality and user-centered design principles.
I began by leading UX for critical product journeys, including Bill Payments, Credit Cards, and Finance, ensuring these experiences were seamless and intuitive. To guide these designs, I planned and executed user research through customer interviews, gathering insights to inform decision-making and address user pain points.
As my role evolved, I stepped into leading the Design team, becoming accountable for the overall app design. I worked closely with product and development teams to refine interfaces and improve the user experience.