L&G app: Connected money management

L&G wanted to expand the value proposition of its app beyond pensions. Conversations with clients (employers) and industry research suggested that the financial problems their employees faced were much broader than saving for retirement. Open Finance would be a key enabler in allowing app users to see a more holistic and connected view of their money and the question became: How might we help our app users increase their financial wellbeing using Open Finance as an enabling technology?

As the team’s Lead (and only) Designer, my responsibilities included: Research and discovery, UX and UI design, usability/comprehension testing, Alpha testing and content approval. I planned and adapted my activities to fit within timeframes and the rhythms of an agile scrum team, while still driving for customer value and product quality.

We released a series of money management features incrementally and transformed the L&G app. Every feature was thoroughly user-tested under FCA Consumer Duty regulation to ensure all foreseeable financial harms were mitigated and I also led an internal Alpha feedback programme with real users and real data, which allowed us to quickly surface bugs and opportunities to improve the user experience. Within 3 months of launch over 6,000 app users have at least 1 non-L&G financial account connected.