The subscriptions work sits inside the mobile apps of one of the UK's biggest banks.
Owned
subscriptions offering
Responsible for shaping the bank's subscriptions product area.
Self-service
journey goal
Designed to make recurring payments easier to understand and manage without unnecessary support.
Cross-functional
delivery model
Worked with UX, Content, UI, Research, Product, and Engineering.
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 framework
The work framed satisfaction, savings, self-service, and support demand as measures to validate rather than unsupported public claims.
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 I delivered
The work established a clearer subscriptions-management direction centred on
recurring-payment visibility, understandable actions, and self-service. Exact
screens and measured outcomes remain confidential or pending public verification,
so this study focuses on the role, constraints, and 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.
03Defined satisfaction, savings, self-service, and support demand as measures for the product team to evaluate.
04Kept the work NDA-safe by communicating the product problem, role, and design decisions without exposing confidential banking detail.
05 · Delivery
What shipped
High-scalemobile banking context
Subscriptionsowned product area
Self-servicedesign focus
Confidential details are omitted. Any reconstructed visuals are labelled, and exact figures are only shown where they can be shared.