- Context and problem
- Branch account opening relied on fixed computers, printers, scanners, and manual handovers, which slowed appointments and interrupted the experience.
- How I helped
- I mapped the service with the team and helped replace the fixed process with a guided iPad journey, camera-based document capture, and focused motion at key moments.
- Impact
- Appointment time was reduced, separate scanning steps were removed, and colleagues could support customers more flexibly.
Mapping the branch journey
I partnered with the wider team to analyse the current process and identify pain points. I led the interface and motion design contribution, starting by turning workshop findings into clear opportunities for the new journey.
I grouped workshop findings into pain points and opportunities across the journey.
I consolidated the workshop findings into an experience map that connected customer steps, colleague actions, and digital touchpoints.
The map connected customer steps, colleague actions, and digital touchpoints.
I used the experience map with product, design, and technology partners to divide the service into clear stages. It gave the team one shared view of the flow before I moved into detailed interface design.
Clear stages help colleagues and customers understand progress through the appointment.
Document capture on iPad
Document capture became part of the same tablet-based journey.
I designed the camera-based capture flow in partnership with technology. Connecting the native iPad camera to the web application removed the separate scanner step and let colleagues stay within the same journey instead of returning to a fixed workstation.
The camera interface replaces a separate scanner and fixed workstation.
Using motion as a prompt
At a key point in the journey, bank colleagues need to hand customers the printed draft agreements before signing. The interface needed to make that moment difficult to miss.
The handover sits between reviewing the summary and signing the agreement.
Research showed that colleagues often missed the handover moment because the existing checkbox prompt was too easy to overlook. I introduced motion as a focused reminder at the point where action was needed.
Comparison of the old design with the new animation that prompts colleagues to hand over documents at the right time.
I adapted the animation for each brand. Lloyds used restrained motion, while Halifax used a more playful treatment.
The same interaction uses motion that fits each brand.
Post-launch findings showed improvements for customers and branch colleagues.
The outcome was a faster appointment and a more flexible service. Colleagues could move with customers, capture documents on the iPad, and make critical handovers harder to miss.