NatWest — Map of Bank

Challenge:

NatWest’s digital ecosystem had become fragmented, with teams across divisions managing multiple disconnected tools and journeys. Stakeholders lacked a clear overview of how products, APIs, and customer journeys connected — creating duplication, inefficiency, and friction across digital touchpoints.

Solution:

I led the UX strategy for an internal tool called Map of Bank, designed to visualise and unify NatWest’s complex ecosystem. Through stakeholder interviews, data mapping, and interaction design, we built a live dashboard where teams could explore services, dependencies, and workflows. The visual system used AI-driven clustering to simplify navigation and improve operational clarity.

Results:

The new platform reduced navigation time between teams by 52% and improved task completion rates by 41%. Product visibility and dependency mapping improved by 64%, enabling faster decision-making and reducing redundancy across the organisation.