Senior Product Designer
eForms Platform
Led the design evolution of NatWest Group’s internal eForms platform, a web-based SaaS authoring product enabling teams to easily create, configure, publish and maintain regulated banking journeys across NatWest Retail, Commercial, RBS, Ulster Bank, Lombard and Isle of Man.
The platform grew to service over 400 regulated journeys, consolidating legacy digital flows, offline services transitioning online and third-party managed form solutions into a scalable internal product. This reduced dependency on bespoke development cycles and external providers while accelerating regulated change.
My role centred on shaping the platform interface, feature set and reusable configuration model that enabled journey teams and subject-matter authors to build and maintain complex regulated flows confidently and consistently.
400+ Regulated Journeys
£2.5m Cost Savings
Multi-Brand Delivery
Key contributions included:
Designing reusable configurable components adapted into in-platform authoring elements
Creating scalable design systems and UI libraries in Figma using components, variables and modes, aligned to accessibility and vulnerable customer standards
Establishing structured interaction patterns that improved data accuracy and reduced compliance risk across high-volume regulated flows
Designing and refining conditional logic interfaces for complex regulated journeys
Influencing feature roadmap and release sequencing as design representative within product discussions
Creating user groups and running workshops to improve specification quality and raise design maturity across journey teams
Supporting new feature releases and interface evolution to improve authoring clarity, governance control and speed to publish
The result was a scaling internal SaaS product enabling regulated journey delivery without reliance on external providers and lengthy bespoke build cycles.
Broader NatWest Programmes
Prior to leading the eForms platform, I delivered regulated digital journeys across high-risk banking domains including:
Fraud Self Serve journeys
NatWest Markets desktop application
House Buying Operations including mortgage journeys
RBS mandates and internal servicing systems
NatWest Labs discovery initiatives
Coutts “Thank You from Coutts” digital rewards product
These engagements strengthened deep domain knowledge across compliance-heavy customer and internal services. I embedded within cross-functional teams, mapping complex processes, identifying friction points and shaping user-focused journeys that balanced regulatory constraint with clarity and usability.
