Royal Bank of Scotland
Generative research
Context: Generative research across two related initiatives in RBS’s digital identity and personal data programmes, exploring customer needs, behaviours and attitudes towards sharing their personal data.
Role: Lead researcher: planning, conducting and analysing qualitative interviews and co-creation workshops.
Outcome: Key insights that explored the problem space and shaped the bank’s digital identity strategy for managing personal data.
Full case study in development, more detail soon.
Royal Bank of Scotland
UX and user testing
Context: UX & research leadership across multiple product squads within mobile banking, focused on improving critical customer journeys within complex regulatory and compliance constraints.
Role: Designed end-to-end journey flows and interactive prototypes for key app functions (e.g. change of address, image capture) to support iteration and user validation. Led end-to-end user testing research to inform product direction across squads.
Outcome: Identified and prioritised usability issues and friction points across core journeys, informing design decisions and backlog priorities. Translated research into clear actionable recommendations.
Full case study in development, more detail soon.
