Lloyds Banking Group Marketplace Platform
Designing a Scalable Digital Banking Marketplace for Unified Service Discovery & Engagement
94%
Task Completion
52%
Time Reduction
91%
User Satisfaction
88%
Adoption Rate
Lloyds Banking Group's digital ecosystem had fragmented customer journeys spread across disconnected platforms — making it difficult for users to discover and access financial and partner services, while inconsistent UX patterns limited scalability and reduced customer engagement across the product suite.
Led end-to-end UX activities across research, journey mapping, wireframing, and high-fidelity design. Collaborated with product owners, business stakeholders, and developers throughout agile sprints. Aligned with the LBG design system to ensure reusable, accessible components that could scale to future service additions.
Designing a unified, scalable Marketplace platform that could integrate multiple banking and partner services under one coherent experience — serving diverse user segments while maintaining accessibility standards, design consistency, and alignment across business, product, and engineering teams.
Designed a scalable Marketplace experience with a unified dashboard, intuitive service discovery flows, smart categorization and navigation, simplified onboarding journeys, and a modular component system — reducing user friction and creating a consistent experience across all integrated banking and partner services.
Improved user engagement and service visibility across the Marketplace. Simplified customer journeys reduced friction in navigation and task completion. Reusable design patterns accelerated delivery and established a scalable UX foundation for future platform expansion within LBG's digital ecosystem.
How We Solved the Problem
Research & Platform Review
Conducted stakeholder discussions and reviewed existing platform workflows to identify fragmented journeys, navigation pain points, and service discoverability gaps across the digital ecosystem.
- Stakeholder discussions
- Existing platform review
- Workflow analysis
- User pain point identification
Journey Mapping & IA
Mapped and redesigned complex customer journeys to reduce unnecessary steps. Defined the Marketplace information architecture, categorization model, and navigation structure for diverse user segments.
- User journey mapping
- Information architecture
- Service categorization
- Navigation design
Marketplace UI & Component Design
Created wireframes, user flows, and high-fidelity UI designs for all Marketplace modules — dashboard, service listings, onboarding flows, and search — using standardized, accessible, reusable design system components.
- Wireframing
- High-fidelity UI design
- Design system components
- Accessibility-first patterns
Validation & Engineering Collaboration
Ran design reviews and stakeholder feedback iterations. Worked closely with engineering teams through agile sprints for handoff support, UI validation, and resolving usability issues during implementation.
- Design reviews
- Stakeholder feedback
- Developer handoff
- UI validation & QA