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Banking

Regulated journeys, transactional UX, design governance, and delivery at scale.

RegulatedHigh-stakes flows

Multi-segmentRetail / SME / Corporate / Wealth

GovernancePatterns at scale

KSA + EUCross-border wallet

AI/MLDecision support

Design ThinkingExecutive alignment

Eurobank — Digital banking redesign under Greek capital controls

Focus: scaling across segments/journeys + regulated constraints + governance/pattern consistency

Problem

Multiple banking segments (Retail/SME/Corporate/Private) needed a coherent digital experience without fragmenting patterns and terminology.
Capital controls introduced strict limits and exceptions that had to be communicated clearly to maintain trust and reduce ambiguity in critical journeys.

Role

Design lead accountable for end-to-end experience direction and quality across key digital banking journeys.
Partnered with Product, Engineering, Compliance and Business stakeholders to translate constraints into feasible interaction patterns and release plans.

Approach

Mapped policy constraints into journey-level rules and edge-case libraries; designed states for limits, approvals, failures and recoveries.
Defined reusable patterns for transactional flows (step structure, confirmations, errors, constraint messaging) and aligned teams through design governance.
Ran structured design reviews and critique to keep a single quality bar across segments; supported delivery teams with clear rationale and specifications.

Outcomes

Delivered compliance-ready flows and messaging approved for release under capital-control constraints (limits, exceptions, recoverability).
Established shared interaction patterns adopted across segments, improving consistency of high-risk flows and preventing design drift between teams.
Created a pattern-based foundation that made subsequent policy/limit updates easier to implement consistently across journeys.

Learnings

In regulated or crisis contexts, clarity of constraints is part of the product: messaging, states and recoverability must be designed deliberately.
Pattern governance (not just components) is what keeps quality scalable across multiple business lines and delivery squads.

Intesa Sanpaolo + UniCredit — Online banking redesign at scale

Focus: design leadership at scale + design system governance + high-stakes transactional UX

Problem

Modernise and simplify complex online banking journeys across multiple customer types while keeping security and compliance constraints front and centre.
Scale consistency across product areas and teams so Retail/SME/Corporate experiences feel coherent and maintain a high quality bar.

Role

Design leader responsible for experience vision, UX/UI direction and quality across priority journeys and platform areas.
Strategic partner to senior stakeholders (Product, Engineering, Business) to align priorities, unblock decisions and reduce design-by-committee churn.

Approach

Created journey-level experience principles and a shared interaction model for transactional flows (steps, states, confirmations, error recovery).
Evolved design system usage with clear pattern guidance and governance (reviews, standards, QA checkpoints) to keep multiple teams aligned.
Used research inputs (journeys, usability insights, stakeholder knowledge) to prioritise improvements that reduce friction in critical tasks.

Outcomes

Unified core banking interaction patterns across Retail/SME/Corporate areas, enabling teams to deliver in parallel without fragmenting the experience.
Introduced repeatable review and governance mechanisms to prevent late-stage rework and clarify decision ownership across stakeholders.
Improved clarity and predictability of high-risk flows through consistent states, error handling and confirmations designed for trust.

Learnings

Design systems succeed when governance is lightweight but explicit: who decides, how patterns evolve, and how quality is checked in delivery.
In banking, the best UX is often the most predictable UX: consistency and state clarity outperform novelty in high-stakes tasks.

Cross-border wallet & transactional products — KSA + EU requirements

Focus: multi-market definition + cross-platform integration + privacy/security/accessibility constraints

Problem

Define wallet and transactional product capabilities that can launch across markets while managing cross-border differences and platform constraints.
Align multiple stakeholders on a shared experience direction and integration approach to avoid fragmentation between regions, channels and teams.

Role

Design and product-definition lead translating customer needs, business goals and technical feasibility into clear experience requirements.
Facilitator for cross-functional workshops to converge on priorities, integration points, and market-specific variations.

Approach

Produced end-to-end journey definitions and a market-differences matrix (common core vs local requirements) to support scalable rollout.
Mapped integrations and dependencies early (system touchpoints, data flows) and turned them into actionable epics, acceptance criteria and edge cases.
Defined trust patterns for regulated transactions: step-by-step states, clear confirmations, transparent consent/controls and privacy-by-design defaults.

Outcomes

Delivered a consolidated set of product requirements (functional + non-functional) that improved alignment across regions and delivery teams.
De-risked cross-platform integration by clarifying dependencies and sequencing up-front, enabling more confident delivery planning.
Established reusable interaction patterns for transactional flows that could be implemented consistently across channels and markets.

Learnings

Cross-border products need a designed common core plus explicit local layers — otherwise complexity leaks into every team and release.
Traceability is a UX tool: well-structured requirements and edge cases reduce risk and protect experience consistency during delivery.

Intesa Sanpaolo — ML-based requalification & training dashboard (internal tool)

Focus: AI/ML decision support UX + privacy/access control + dashboard usability and trust

Problem

Enable faster, more consistent requalification and training decisions using ML signals, without turning the experience into a black box.
Replace fragmented, manual processes with a single workflow that supports role-based views, traceability and governance.

Role

Product designer / design lead translating ML outputs into usable decision-support interfaces (dashboard UX, information architecture, interaction patterns).
Cross-functional partner to Data Science, Engineering and business stakeholders to define user needs, constraints and delivery priorities.

Approach

Mapped decision workflows and user roles; designed role-based dashboards that balance overview, drill-down and actionability.
Created interpretability patterns (explanations, limits, confidence cues) to support trust and responsible use of ML recommendations.
Designed privacy-aware experiences (data minimisation, access controls, audit-friendly states) and aligned implementation via design system patterns.

Outcomes

Delivered an MVP-ready interaction model and UI patterns that translate ML outputs into actionable requalification/training decisions.
Standardised workflow and reporting views, enabling more consistent decision-making across teams and roles.
Added explicit explanation and governance cues to increase clarity around what the model suggests and what it does not.

Learnings

For AI/ML products, trust is a UX deliverable: interpretation, controls and governance must be designed, not assumed.
Internal tools are critical systems — investing in craft and accessibility improves adoption and reduces operational friction.

Danske Bank + BBVA + Santander — Innovation & product requirements workshops

Focus: stakeholder influence + turning ambiguity into delivery-ready outcomes + design maturity uplift

Problem

Align senior stakeholders on product direction and prioritisation in complex banking environments where constraints, dependencies and incentives differ.
Turn ambiguous opportunities into decisions and delivery-ready artefacts (requirements, roadmaps, ownership) without losing user-centred focus.

Role

Design and strategy partner; workshop lead responsible for agendas, facilitation, synthesis and executive storytelling.
Enabled cross-functional collaboration (Product, Engineering, Research, Business, Compliance) and coached teams on better design rituals and standards.

Approach

Pre-work interviews and problem framing; workshop design to converge on goals, constraints, and measurable success criteria.
Journey mapping and opportunity framing; co-creation of experience principles; rapid prototyping of critical flows and service concepts.
Prioritisation and decision logs; translated outputs into epics/features, dependencies and next-step delivery plans.

Outcomes

Delivered shared experience direction and prioritised roadmaps that reduced ambiguity and accelerated decision-making.
Produced delivery-ready requirements and dependency maps that enabled engineering planning and sequencing.
Uplifted design maturity through repeatable frameworks (principles, critique norms, decision logs) used beyond the workshop phase.

Learnings

Facilitation is a leadership competency: the ability to structure decisions is often the difference between progress and churn.
Decision artefacts (principles, logs, patterns) protect teams from re-litigating choices and keep quality consistent under delivery pressure.