Natwest | Credit Card repayment calculator

Giving customers a peace of mind...

NatWest Group Plc (NatWest) is a prominent provider of personal and commercial banking services, offering a wide range of financial solutions through its two major subsidiaries: The Royal Bank of Scotland and NatWest. Its extensive portfolio of personal banking services encompasses accounts, cards, loans, mortgages, insurance, investments, and private banking solutions. With over five decades of dedicated service, NatWest has built a strong reputation and a rich history, earning its position as a trusted name in the financial industry.

Natwest/RBS customers were encountering difficulties in making their monthly payments punctually, despite receiving regular reminders via statements, postal letters, emails, and texts. The proposed solution involved developing and designing a new calculator tool tailored for NatWest/RBS customers to facilitate Credit Card Repayments.

What the project objectives were

Create a multifunctional calculator tool designed to aid customers in effectively managing their monthly repayments across various credit card types. This tool should provide users with the flexibility to customise their monthly payments, allowing them to visualise how these adjustments impact their balance pay-off timeline.

Understanding our customers...

Conducted in-person stakeholder and user interviews with RBS branch customers to gather insights into their current credit card repayment behaviours and future tool requirements. Developed user flows and user types to prioritise user needs and comprehend task sequences. These user flows aided in establishing the most efficient and intuitive user pathways, resulting in a smoother interaction with the calculator tool. Additionally, prototypes underwent rigorous user testing and content testing involving existing RBS employees and customers. The findings from these tests were communicated to stakeholders through presentations.

It's a journey...

I created wireframes and subsequently developed interactive InVision prototypes to bring the user experience to life. Additionally, I took charge of leading design studios and holding weekly show-and-tell sessions with stakeholders. In the later stages, as user testing was concluding, the UX components seamlessly merged with the UI designs, thanks to collaborative efforts between myself and the UI designer, resulting in the final design solutions. My collaborative team encompassed a Project Manager, Product Manager, RBS/NatWest stakeholders, and a UI Designer.

UI Design...

Another designer handled the UI design, and additional UX iterations were incorporated within the UI design phase. During these iterations, I collaborated closely with the UI Designer. I also developed user testing prototypes based on the UI designs, ensuring adherence to brand guidelines throughout the design process.

In the concluding phases of user testing, the UX was integrated seamlessly into the UI designs, with collaborative efforts between me and the UI designer to craft the final design solutions. My collaborative team included a Project Manager, Product Manager, RBS/NatWest stakeholders, and a UI Designer.