The Mortgage Works, part of Nationwide and the UK's largest buy-to-let mortgage lender, embarked on a transformation project to introduce digital self-service channels, replacing inefficient legacy paper and phone services. Through comprehensive customer and employee research, we identified a roadmap to incrementally provide relevant information to users, significantly reducing reliance on traditional channels.
As the Lead UI Designer on the customer portal, I was responsible for developing the customer portal's interface and interaction flows, ensuring information was presented clearly and accessibly to users.
Leveraging Nationwide's existing design system, we developed a sub-brand design system that introduced specialized components. These new elements were implemented and integrated into the broader library to facilitate wider adoption.