Consumer Banking
Redesigning the Statements & Money Management Experience
Client: Lloyds Banking Group, London
Sector: Financial Services / Digital Banking
Role: Senior Manager & Service Design Lead
CONTEXT
For over 20 million customers, the Statements page is the most frequently visited feature of Lloyds’ mobile app, accounting for 2.4 billion logins a year. Yet despite this centrality, the experience was cluttered, confusing, and technologically outdated. At the same time, competitors like Monzo, Chase, and NatWest were redefining expectations by making money management tools core to the banking journey.
This case study describes how we modernized the Statements experience to simplify transactions, reduce call demand, and unlock new financial wellbeing features, and how this foundation enabled the parallel development of Buy Now, Pay Later (BNPL) integration as the next step in the journey.
CUSTOMER PROBLEM
• Customers struggled to distinguish incoming vs outgoing transactions, a source of friction reported in 12% of negative NPS comments.
• The presence of a running balance on every line created cognitive overload.
• Tools such as Upcoming Payments and Spending Insights existed, but awareness and usage were extremely low.
• Customers frequently contacted the call center for clarification of pending transactions, refunds, and subscriptions.
• Despite record app engagement, only 3% of active users engaged with money management tools, leaving a huge missed opportunity.
BUSINESS CHALLENGE
• Statements relied on one of the largest Oracle databases in Europe, with an old codebase that made change difficult.
• The experience had fallen behind competitors, risking erosion of customer trust and retention.
• The bank needed to reduce call failure demand, which carried significant operational costs.
• At the same time, the design needed to lay the groundwork for future offerings like BNPL (Buy Now Pay Later) and financial resilience tools, without disrupting core user flows.
DESIGN PROCESS
1. Discovery
• Ran a 6-week discovery combining NPS verbatim analysis, call center data, and competitor benchmarking.
• Mapped customer mindsets and jobs-to-be-done around Statements, surfacing repeated pain points.
• Identified opportunities for simplification, clearer money in/out distinctions, and proactive financial guidance. e.g. Only 3% of app users engaged with money management features, despite a strong customer appetite.
2. Define & Ideate
• Developed hypotheses such as “running balances increase cognitive load” and “hidden filters reduce usage of insights" and "poor visual distinction drove 12% of negative feedback."
• Sketched design directions around clarity, grouping, and contextual surfacing of features.
• Prioritized opportunities around simplification, discoverability, and future integration.
3. Prototyping & Research
Developed high-fidelity prototypes of redesigned Statements and conducted iterative user testing, validating that simpler layouts and clearer icons directly improved comprehension.
Iterated on multiple concepts:
• Simplified transaction lists (clearer, grouped by date, no running balance).
• In/Out distinction & filters (color coding + toolbar for credits vs debits).
• Embedded Upcoming Payments for proactive money management.
4. Validation & A/B Testing
• Ran controlled experiments on 5% of the iOS population:
• +22% CTR to “View Transaction Detail” in redesigned variant.
• +11% CTR on redesigned search.
• No negative impact on the ability to check/find transactions.
Customer quotes praised clarity: “Incoming payments stand out… It’s life-changing to see upcoming bills in one view.”
TARGETED IMPROVEMENTS
• Simplified transaction list: grouped by date, removal of redundant running balances.
• Clear in/out distinction: redesigned icons, color coding, and a new filter toolbar.
• Embedded Upcoming Payments: surfaced within Statements to help customers anticipate bills and manage affordability.
• Improved discoverability: redesigned search and contextual navigation to features like “Download Transactions.
RESULTS & OUTCOMES
• +22% CTR to “View Transaction Details” page in redesigned variant.
• +11% CTR on search, showing higher confidence in finding transactions.
• Reduced call demand on common drivers (pending, refunds, subscriptions).
• Customer feedback highlighted clarity and reassurance: “Incoming payments now stand out; I don’t have to second-guess.” “Upcoming bills in one place is life changing.”
Most importantly, the redesign established a future-ready foundation, featuring improved tagging, modernized code, and a design system that supports new services.