This was my first project at Barclays, I was tasked with taking this project over from a colleague who was leaving the bank.
The team consisted of :
Product owner
User research
Development team
Ux designer (Me)
Barclays Cashback Rewards
The brief
“Incorporate the feedback received from usability testing into the designs and then arrange a walkthrough with the development team”
Regulatory approvals
Upon completion of the redesigned screens sessions were arranged to walkthrough the screens with our legal and regulatory teams.
Progress was slowed as all aspects of the screens were evaluated.
Midway through the review process the project was reprioritised and put on hold.
Testing
After approximately 9 months the project was back on and the screens reviewed by our legal and regulatory teams. There were a number of queries some of which we validated through usability testing. Once the team were happy we were able to push ahead with development.
Outcome
The launch drove strong engagement and adoption:
- 1M+ user registrations
- 769K+ active users post-launch
- £13M+ cashback redeemed
The team earned the Excellent Achievers Award (Nov 2024) for innovation and delivery excellence.
My adaptability and leadership helped shape a seamless user experience within complex constraints.
Insights
Before proceeding with handover to the development team. I reviewed insights with regards to Cashback. This included industry trends as well as the reports from surveys conducted by the internal insights team at Barclays. This provided me with an understanding of the strategy and allowed me to understand what experiences other financial organisations were providing to their customers.
Constraints
Designs were completed and ready for handover to the development team. I arranged a walkthrough. The development team reviewed the designs but informed us that they could not be developed as they were designed in the new design language.
Spent a few weeks going back and forth with the development team. I was informed that it wouldn’t be possible to design all of the screens in the new design language as they didn’t have the components developed or tested.
Re-design
Unfortunately the compromise was to re-design the screens into the legacy Barclays design language. The screens were re-designed, this was fairly straightforward as a number of components were similar.
Below are the screens that were re-designed.