Every task on this portal is one a customer previously had to phone in or walk into a branch for. Blocking a compromised account, upgrading a tier, checking whether a transfer actually landed, pulling a statement, disputing a transaction. The portal’s own promise is a one-stop hub for quick fixes and easy access, and the work was making that true rather than aspirational.

The journeys are not equal, and the interface says so. Blocking an account is the one someone reaches in a panic, on a phone, possibly while a fraudulent transaction is still running, so it is stated first and in the plainest language on the page: suspect unauthorised activity, block your account now.

The rest are ordinary maintenance. Upgrade an account, check a NIP transfer status, request a statement, log a dispute. Each is a self-contained flow that ends in a confirmation the customer can act on, rather than a form that submits into silence.

Challenges

• One of these journeys is an emergency and the others are errands. Giving the urgent one the prominence it needs without making the routine ones feel like alarms.
• Writing banking copy that a customer under stress can follow. The account-blocking flow in particular had to read as instructions, not as terms and conditions.
• Every flow touches money or identity, so each one needed a clear confirmation state. A self-service tool that leaves the customer unsure whether it worked has sent them back to the call centre anyway.

Key features