NATWEST

UX writing, User journey prototyping, naming, tone of voice

Digital

Agency: Nimbletank

THE BRIEF:

Permissions and roles can be tricky to work out. Especially when the ecosystem you're working within is business banking — people want to be absolutely sure their account is secure when they provide access to their team. To pay invoices. Check balances. Approve payments.

Our brief was to design and deliver an adaptable and scalable mandates and permissions solution for micro and small business online banking users, giving customers more control and confidence.

THE WORK:

With research and testing, we set out to discover more about NatWest customers. We then prototyped all the ways permissions would work in different scenarios. What language works best? What are the security considerations? Does each user role make sense to the people actually accessing the account? What does a great onboarding sequence look like?

This included:

• Naming and language conventions for user roles, actions, journeys

• Distilling roles and instructions to their most precise form

• Testing different CTA language and design

• Creating conversational-style descriptions to menus to tell users exactly what they can do

• Personalised menu labels to make them less formal

• Making each journey easier to understand and more pleasant for the user

• Identifying where the user may need additional guidance and what this would be