Financial Wellness Group App
Client:
Financial Wellness Group
Year:
2023-26
Role:
Product Designer (ongoing contributor and feature owner)
Ongoing product design and improvement of a debt management app supporting customers through their financial recovery journey
Scope of work:
Project Overview
The FWG app is one of three internal applications used to support customers managing debt solutions. It allows users to track their debt solution, make payments, and communicate with advisers through document sharing and support channels.
The first version of the app launched prior to my arrival. Since then, I have been responsible for designing and improving new features, as well as evolving existing journeys to improve usability and reduce friction.
The work is part of an ongoing product roadmap focused on continuous improvement rather than large-scale redesigns.
Key impact
Improved onboarding flow, enhanced customer support integration, and continuous UX improvements across key app journeys
Project Problem
The app supports users during a sensitive and often complex financial process, but early versions presented several challenges:
Onboarding was slow and not clearly guided
Key actions (such as payments and document submission) were not always easy to find
Users required more support during key decision points
Communication between users and support teams was limited
Because the app is part of a wider ecosystem of debt management tools, consistency and clarity across journeys was also a key challenge.
Project Constraints
Existing legacy app structure and technical constraints
Shared ecosystem across multiple apps requiring consistency
Sensitive user context (financial solutions and debt support)
Iterative delivery aligned to roadmap priorities
Project Approach
I work as part of a cross-functional team alongside product owners, engineers, customer experience managers, and wider stakeholders to deliver iterative improvements to the app.
My role includes:
Designing and refining individual features within an existing product
Collaborating on roadmap planning and prioritisation of improvements
Translating user and business requirements into UI and interaction designs
Working closely with engineers to ensure feasibility and implementation quality
Supporting continuous UX improvements rather than one-off redesigns
Recent focus areas include improving onboarding flows, strengthening in-app guidance, and integrating payment options.
Project Outcome
The app is continuously evolving, with improvements delivered incrementally as part of the wider product roadmap.
Recent changes have contributed to:
Faster and more guided onboarding experiences
Improved visibility of key actions within the app
Better access to support through live chat integration
More consistent user journeys across debt management tools
These improvements are part of an ongoing effort to reduce friction and improve the overall customer experience during the debt management process.
