May - September 2022

Redesigning security, onboarding, and mobile-first journeys for Lloyds Commercial Banking App

Lloyds Commercial Banking was historically a desktop-only platform designed for small, medium, and corporate businesses. To modernize the experience, Lloyds set out to create a secure mobile app that balanced business-critical functionality with ease of use. The goal was not only to bring key features to mobile but also to rethink authentication, onboarding, and interface design so businesses could confidently manage finances on the go.

Key contributions: Leading and executing MVP designs, research, facilitating workshops with the cross-functional team.

MVP

Secure login, business accounts and account groups, account details, payments to approve

Notification

Payment approval notification, selecting payments for approval

Main challenges

Authentication

Replace card readers with secure, app-native login & approvals.

Onboarding

Build trust with guided, simple mobile setup.

Complexity to Clarity

Redesign heavy desktop flows for speed and usability on mobile.

The impact

65% faster logins

Biometric authentication replaced physical card readers.

40% quicker onboarding

Guided setup built trust while reducing friction.

30% faster approvals

Redesigned flows simplified complex tasks.

+20% mobile engagement

A secure, modern app customers want to use.

Discovery & Definition

Through workshops and research, we uncovered how different customer types — from small businesses to large corporates — approached commercial banking. 

Service blueprints helped us map security checkpoints, while UI Burndown allowed us to identify potential areas of improvement.

Setting goals around what businesses really needed from mobile banking

Simple is the best

Ensure key interactions, like checking balances or approving payments, are only a few taps away — making everyday banking fast and frustration-free.

Secure, frictionless access

Redesign login and authentication to replace physical devices with app-native solutions like biometrics and two-factor authentication.

Confident first impressions

Craft a seamless onboarding journey that educates, verifies identity, and sets up access quickly while building user trust.

Build for the future

Deliver a scalable foundation that supports future features while maintaining compliance, trust, and performance.

Defining key journeys

We identified three critical journeys to define the mobile banking experience: onboarding, login and authentication. Onboarding was designed as a guided, step-by-step process that verified identity, explained security measures transparently, and introduced biometric login early to build confidence from the start.

This approach ensured new users felt both secure and supported as they transitioned to mobile.

Crafting user flows

We mapped detailed user flows to capture the end-to-end experience of each feature, ensuring clarity and consistency across journeys. Every flow was designed to mirror the logic of the desktop platform while being optimized for mobile, with no steps missed or hidden.

These flows were then tested with users to validate outcomes, confirm ease of navigation, and build confidence in the redesigned experience.

Streamlining everyday tasks

For daily use, we replaced physical card readers with secure, app-native authentication and redesigned the interface so essentials like balances, transactions, and approvals were only a few taps away. The result was a faster, simpler, and more secure mobile experience for business customers.

MVP features

Accounts and Balances view

Payment approval

Biometric authentication

Learnings

Security can be friendly

Users expect strong protection but won’t tolerate friction. Clear guidance and transparent steps were as important as the security itself.

Collaboration drives alignment

Facilitating workshops with stakeholders created shared understanding, surfaced blind spots early, and kept the team aligned on goals.

Less is more

Story mapping and focusing on essential journeys first ensured the MVP felt complete while leaving space for future growth.

Testing validates assumptions

Prototyping and customer feedback confirmed what worked, challenged what didn’t, and gave confidence in design decisions.