Future-Proofing Payments: Strategic Design for ISO 20022
Mobile App
Role | Design lead, working alongside my product manager and FE & BE engineers
Skills
Tools:
Figma
Miro
Prototyping
User research / User Interviews
Overview
NatWest's business banking platform Bankline needed to comply with new ISO 20022 payment standards by November 2026. What appeared to be a simple form update revealed itself as a complex challenge involving regulatory deadlines, legacy technical constraints, and a simultaneous platform migration. I led the design strategy to deliver compliance without compromising customer experience or wasting engineering effort.
The Challenge
New global payment standards required updating address fields from free-text to structured formats across multiple journeys (payments, templates, imports). The complexity:
Hard regulatory deadline (Nov 2026) with pressure to ship by Oct 2025
Legacy platform with no address lookup capability
Simultaneous platform migration happening
Stakeholders pushing for "quick and dirty" solution that would compromise UX
Risk of wasted engineering effort on a retiring platform
Impact
Gained cross-functional alignment, de-risked timeline with >1 year buffer, avoided engineering waste on retiring platform, and positioned team for optimised future-state experience.
This Project Demonstrates
Strategic design thinking and problem reframing
Stakeholder facilitation and influence
Designing within complex constraints
Research methodology in limited-analytics environments
Available for full case study walkthrough
