Overview
Innovating Banking Products and Services
I established and led a dedicated Concept and Innovation department within Barclaycard, aimed at driving new business by taking both existing and novel ideas to external bank clients. This department operated as a value-add service, extending Barclaycard’s product and service innovation capabilities beyond internal confines. Our primary focus was on developing and delivering innovative solutions that enhanced client engagement, supported Barclaycard’s strategic growth, and provided tangible benefits to both Barclaycard and its clients. By spearheading this initiative with a small, agile team, we successfully positioned Barclaycard as a creative partner, offering cutting-edge product and service innovation that fostered stronger client relationships and opened new revenue streams.
Outcomes Achieved
Stakeholder Alignment
Conducted consultations with internal teams and clients to align objectives, resulting in a comprehensive understanding of business needs and target audiences.
Market Differentiation
Led research and ideation that identified opportunities for Barclaycard to stand out in the market, driving client engagement and loyalty through innovative digital services.
Concept Development
Facilitated brainstorming sessions that produced user-centric concepts, which were then refined through feedback and iteration, ensuring alignment with Barclaycard’s strategic goals.
Prototypes and Testing
Directed the creation of high-fidelity prototypes, validated through rigorous testing, leading to final approval from stakeholders and readiness for implementation.
Successful Implementation
Managed the production and launch of the new products and services, ensuring a smooth rollout and ongoing support to achieve desired business outcomes.
Regulatory Compliance
Ensured all design and communication efforts adhered to FCA regulations, avoiding any risk of regulatory breaches.
Innovation Library
Developed a comprehensive innovation library, open to all, providing a consistent resource of innovations / data / metrics for use across the organisation.
Case Study:
Innovating BP’s Loyalty Strategy with bFuel
My team developed and delivered the bFuel platform for BP. This innovation allowed customers to pre-purchase fuel at discounted rates, enhancing loyalty without the need for traditional physical presence or complex programs.
Our agile approach included deep discovery, user research, and rapid prototyping, leading to the creation of a fully functional, market-ready app. The success of bFuel not only drove positive brand engagement and customer loyalty but also played a crucial role in securing BP as a long-term client, while laying the groundwork for future innovations in electric vehicle energy supply.
READ MORE...Case Study:
Re-evaluating COOP’s “Last Ten Yards” Initiative
We were instrumntal in transforming COOP’s “Last Ten Yards” initiative. By identifying a misalignment in the project’s focus, we shifted the emphasis to the “First Ten Yards” of the customer journey. This realignment enhanced customer engagement and improved in-store sales.
Our approach saved COOP millions by optimizing resource allocation and driving meaningful business outcomes. The project not only improved the customer experience but also solidified Barclaycard’s role as a key partner in COOP’s strategic innovation efforts.
READ MORE...Role
Visual Designer / Head of Interaction Design
Team
Managed a team of 3 designers, collaborating closely with digital and sales leads.