Santander
Multiple projects
UX Designer - UI Designer - Logo Designer - Design System curator - AI
Within the Homes team, several projects required my attention. The first focused on the B2C mobile application, which underwent a complete reimagining. The redesign aimed to introduce friction where it improved decision-making while reducing unnecessary complexity across the user journey. User research sessions were conducted with customers, combining both qualitative and quantitative methods to identify pain points and opportunities for improvement.
Subsequently, work progressed to the B2B mortgage broker desktop application, where the entire workflow was redesigned end-to-end. Engagement with mortgage brokers through interviews and research sessions provided valuable insights into their processes and challenges. During this project, contributions were also made to the expansion and refinement of the Design System, in close collaboration with the Design System team.
In addition, exploratory work was undertaken in the AI domain, developing a conceptual system intended to support vulnerable customers by identifying behavioural patterns and offering curated guidance where appropriate.
For this project I used:
Figma
AI
B2C Mobile application
The existing journey was cumbersome and outdated, creating unnecessary stress for applicants. The objective was to restructure the experience into a clear, progressive flow that felt manageable and intuitive from start to finish whilst updating the UI to a cleaner Design System led approach.
A key challenge was defining what information to present, and when, ensuring relevance at each stage without overloading the mobile interface.
Another critical challenge was enabling meaningful comparison of deals on a small screen.
CHALLENGE
For the B2C mobile application, intentional friction was introduced at key stages of the journey to break up a lengthy data-capture process. This reframed what would otherwise feel like an endless 30+ question form into a clear, structured three-stage experience, reducing cognitive load and improving completion rates.
The comparison solution centred on distilling content to its essential elements, creating a scannable interface that supports fast, confident decision-making without compromising understanding.
SOLUTION
B2B Desktop application
The B2B broker platform presented a similar structural challenge, but for a fundamentally different audience, requiring a distinct approach to the application experience.
As intermediaries between the applicant and the lender, brokers operate with their own systems and established workflows. The challenge was to design an experience that aligns with these varying practices, integrating seamlessly into their processes while maintaining consistency, efficiency, and clarity across the platform.
CHALLENGE
The B2B broker solution focused on optimising document and application management, enabling brokers to access the right information at the right time. The aim was to support efficient case handling and ensure brokers could provide timely, accurate updates to their clients, aligned with their existing workflows.
SOLUTION
Feedback
Thank you a million for your last minute help yesterday! You spent many hours dedicating yourself to making sure our retentions prototype was ready for 9am the next day for user testing. This was thrown upon you and I really appreciate the hours you put in to make sure it is perfect! You also did a great job - love the passion!
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Thanks so much for the huge amount of support you've given us with lots of last minute retention prototype changes plus all the gov charter retention changes. You did an amazing job at picking it all up so quickly, and delivering quality at a really fast pace. We really appreciate it!
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Thank you for your ongoing support with all things Max and beyond! Nothing is ever too much to ask and your ongoing commitment to delivering an excellent customer journey (even with all the external factors we face) should be commended. The decisions I make may not always be the decisions we would both like to be able to make but l am grateful for your understanding and trust in the process.