NatWest
Overview
Helping NatWest customers securely authenticate payments on the go
Role
Senior UI/UX Designer
Duration
1 year
Impact
Launched iOS & Android app
Process
1.0 Problem
CurrencyPay was originally designed as a desktop tool for making international payments. But customer research revealed key pain points: users wanted the ability to make payments on a mobile app, and the existing login process via hard token was frustrating, outdated, and non-compliant with upcoming PSD2 regulations. Our challenge was to move customers to a new app experience with secure, intuitive authentication, while building the foundations for future payment features.
2.0 Discovery
To shape the product vision, we ran collaborative workshops with service designers, engineers, and stakeholders. Early wireframes helped us align quickly on ideas, and map out user flows to guide the onboarding and authentication journey.
3.0 Prototyping
We developed high-fidelity prototypes to test the new experience, focusing on secure login and payment flows. Assumptions captured in early design phases were turned into testable hypotheses - guiding how we validated each interaction before development.
4.0 User Testing
Through iterative rounds of testing with customers, we refined the onboarding flow and confirmed ease-of-use for soft token authentication. This ongoing test-and-learn cycle helped de-risk decisions and ensure clarity at each step of the journey.
Outcome
The app successfully launched on iOS and Android, replacing the hard token with secure soft token authentication and meeting PSD2 compliance. Customers could now log in and approve payments seamlessly from their phones. Alongside this, we created a mobile design system to future-proof the platform, setting a foundation for payment history, transaction details, and beyond.