Latitude Financial Services
Using customer insight to shape money-management experiences
Product discovery, research and service design
I led research and design exploring how Latitude could better support customers with everyday money management.
Role
Product Design Lead
Organisation
Latitude Financial Services
Focus
Product discovery, research and service design
How might we communicate financial jargon in simple terms so that customers new to finance feel empowered?
–Project how might we
The challenge
The team needed to understand which customer needs were underserved and assess how new capabilities could fit meaningfully into the existing app experience.
“I want a better way to understand and track my finances.
–Research insights
My contribution
I combined customer research, journey mapping and market exploration to clarify behaviours, expectations and opportunities.
We helped evaluate product and partnership options against customer needs, working across design, product and relevant business stakeholders.
Alongside delivery, I coached designers and strengthened the team’s strategic design capability.
What the work enabled
A clearer understanding of customer needs, evidence to inform product choices, a practical direction for further development and a successful white label acquisition.
–A sneaky colleague photo
–Team workshop
–Defining archetypes
“Lucy kept everything moving and made the whole thing make sense. She helped us cut through the noise and stay focused on the customer, and get to a solution we all aligned on.
–Team reflection
