Problem
Millions experience financial stress — not just from debt, but from the emotional disconnect between their money and their daily lives. Early research uncovered the deeper problem:
A lack of visibility and understanding was fuelling financial anxiety, unhealthy habits, and disengagement.
People didn't know how credit scores worked, were surprised how small daily choices added up, and didn't feel in control of their financial behaviour.
My role
As lead designer I helped shape the research, synthesise findings, and define the product experience — working with product, engineering, and behavioural experts to make financial behaviour transparent, actionable, and empowering.
What we did
- Qualitative interviews uncovered recurring pain: low credit understanding, unconscious spending, weak emotional connection to money — validated at scale through surveys and market research, and refined through co-design sessions on what “control” and “confidence” actually mean.
- Behavioural visualisation surfacing patterns in spending — especially overlooked daily habits.
- Education through context — micro-interactions and plain-language copy explaining how credit works, where to focus, and what to ignore.
- Credit-building through real life — building credit through rent payments, a positive habit traditional credit systems ignore.
Design focus throughout: clarity over complexity, guidance over judgement, and agency over automation.
Outcome
Early testing showed increased self-reported confidence in financial decision-making, and higher engagement with spending insights compared to benchmark apps — validating that empathy plus design equals real empowerment.