Royal Bank of Scotland
Researcher
Context: Generative research across two related initiatives in RBS’s digital identity and personal data programmes — exploring how customers view, manage, and share their personal information.
Role: Led research activities including planning, conducting and analysing interviews and co-creation workshops, to identify customer insights.
Outcome: Delivered qualitative insights that shaped the bank’s digital identity strategy and informed feature development for managing personal data.
Full case study in development, more detail soon.
Royal Bank of Scotland
UX researcher
Context: UX & research support across multiple product squads within mobile banking, focused on improving core customer journeys and features while operating within regulatory and compliance frameworks.
Role: Collaborated with product teams to create journey flows, plan research studies, and user test prototypes for key app functions such as change of address and image capturing.
Outcome: Delivered user journey flows, research reports and actionable recommendations that improved usability, reduced friction, and supported the bank’s wider digital transformation efforts.
Full case study in development, more detail soon.
