How do you make recurring payments easier to understand, manage, and act on inside a banking app?
Senior UX design work on the mobile banking apps of one of the UK's biggest banks, with ownership of the subscriptions offering and exposure to more than 3 million users.
Project frame: One of the UK's biggest banks: improving subscription management for millions of mobile banking users
The subscriptions work sits inside the mobile banking apps of one of the UK's biggest banks.
Owned
subscriptions offering
Exclusive ownership of the bank's subscriptions product area.
Increased
user satisfaction
User satisfaction improved measurably. Exact figures stay confidential.
Reduced
cost to serve
Designed to improve self-service and reduce support dependency.
Reconstructed artifact · Mobile banking
01 — Context
The problem
Subscriptions are easy to forget and hard to manage when they are scattered across merchants, statements, and support channels. In a mobile banking context, the opportunity is to make recurring payments visible, understandable, and actionable in a trusted place users already visit.
02 — Evidence
What shaped the direction
Regulated mobile context
The work had to be clear, trustworthy, and suitable for a high-scale banking environment.
Cross-functional delivery
Worked across UX, Content, UI, Research, Product, and Engineering to deliver user-centred outcomes.
Self-service opportunity
Subscription visibility and management can reduce avoidable support demand when the journey is understandable.
Outcome focus
The role centred measurable improvements in satisfaction, savings, and cost to serve.
03 — Process
How it came together
The brief
At one of the UK's biggest banks, I contract as a Senior UX Designer enhancing
the mobile banking apps. My owned area is the bank's subscriptions offering. It is a
high-scale, high-trust surface where users need to understand recurring payments
and act without falling back to support.
Reconstructed artifact · Mobile banking
NDA-safe reconstruction of the subscriptions surface for understanding and managing recurring payments.
Designing for trust and self-service
Banking UX has a different bar for clarity. The product has to help users move
quickly, but it also has to feel careful, understandable, and compliant. The
subscriptions work focused on reducing ambiguity: what am I paying for, what can
I do about it, and how do I feel confident that the bank is guiding me correctly?
Working inside the product team
The work sat inside a cross-functional team across UX, Content, UI, Research,
Product, and Engineering. That meant shaping the experience as a shared product
decision, not a handoff: aligning language, interaction, visual clarity, and
technical feasibility around measurable user-centred outcomes.
What changed
The work improved user satisfaction and savings and reduced cost to serve, on a
surface used by more than 3 million people. Exact figures and screens stay
confidential, so this study focuses on the role, the scale, and the product
judgment behind it.
04 — Craft
Decision trail
01Owned the subscriptions product area end to end, keeping the journey focused on clarity, confidence, and self-service.
02Worked with content, UI, research, product, and engineering partners so the experience could meet both user needs and banking delivery constraints.
03Prioritised measurable outcomes: user satisfaction, savings, and reduced cost to serve.
04Kept the work NDA-safe by communicating the product problem, role, scale, and outcomes without exposing confidential banking detail.
05 — Impact
Outcome
The subscriptions work improved a high-scale mobile banking surface by helping users understand and manage recurring payments more confidently, with reported gains in satisfaction, savings, and cost to serve.
▲3m+users exposed
Subscriptionsowned product area
Reducedcost to serve
Details are under NDA — shown here as outcomes and ratings, without confidential specifics.