In 2016 I began work on a huge transformation project; new product, new platform, and new user journey, as the only Content Designer on the team.
This epic project consisted of three online purchase journeys for the various Nationwide members (who could buy in branch, online or via internet banking), as well as two claims notification journeys, and a suite of transactional emails.
I collaborated with Design and Research to truly understand our customers and our scope of work, then co-created prototypes. We ran various rounds of usability testing, and managed key stakeholders to ensure everyone was comfortable with how the project progressed.
To facilitate the build process I worked closely with business analysts and developers, and ran user acceptance tests to ensure the content was built to spec.
This project went live at the end of 2017 so the next step was to monitor the content performance and look for opportunities to optimise and improve it.