Lloyds Banking Group — DocHub

The Problem

Mortgage and financial applications at LBG required customers to visit a branch to submit physical documents and complete identity checks. LBG had an existing document upload tool but no way to combine it with identity verification, and no employee-facing system to manage the process end to end. The technical constraint that made this harder was that ID verification could only run on mobile, which meant the customer journey had to span multiple devices without becoming confusing or losing trust.

My Role

I designed both sides of the DocHub platform: the customer-facing multi-device journey and the employee-facing dashboard. I worked with an LBG service designer on the customer flows and led the UI design independently across all four brands. I ran usability testing, synthesised findings, and iterated before handing off to developers.

The Approach

Mapped the multi-device problem before designing anything. The core challenge was that identity verification had to happen on mobile but customers might want to upload documents from a laptop. Working with the LBG service designer, I mapped out multiple flows that handled the device switch gracefully, including options where users could start on mobile and continue on desktop, or complete the whole journey on mobile.

Tested the journey structure before committing to high fidelity. I ran usability testing on wireframes using Sketch and InVision, presenting flows that gave users different levels of choice about which process to start first. Testing surfaced what messaging users trusted, which starting point felt least confusing, and where hesitation crept in.

Let the findings drive the decision. Users consistently trusted bank emails when an employee had told them to expect one, preferred starting on their phone because that is where notifications arrived, and found the interstitial page that explained the device handoff genuinely useful rather than disruptive. These insights directly shaped the final journey structure.

Built for four brands from one system. Once the UX was validated I designed high-fidelity screens across Halifax, MBNA, Lloyds Bank, and Bank of Scotland, adapting to each brand's design system and guidelines while keeping the underlying journey consistent.

The Outcome

A fully designed DocHub system covering the complete customer journey across mobile and desktop, and an employee dashboard for sending invitations and tracking application progress. Delivered across four LBG brands with responsive designs for mobile, tablet, and desktop. Handed off to development with documentation.

What I'd Do Differently

More testing with actual customers rather than internal participants only. The employee-side testing was solid but the customer journey would have benefited from sessions with people who had recently gone through a mortgage application in person. Understanding the anxiety and trust dynamics of that process first-hand would have strengthened decisions around messaging and the device handoff moment, which were the two areas where users showed the most hesitation.