John Lewis Money
Supporting one of the UK's most trusted brands through a complex FCA application — designing compliant customer journeys under regulatory scrutiny.
The Problem
Launching a financial product under FCA regulation is one of the most demanding briefs in UK financial services. Every journey carries regulatory weight, and getting it wrong means delays, rework, or rejection. The challenge was building something that felt distinctly John Lewis — warm, clear, human — while meeting every compliance requirement without compromise.
"The best example of customer journeys we have seen produced for this purpose"
FCA representative
The Result
FCA-compliant customer journeys delivered on time through close collaboration with regulators and senior stakeholders at John Lewis Money. The journeys maintained the brand's standard of clarity while meeting Consumer Duty requirements in full.
- 100%
- FCA compliance at launch
- On time
- Delivery against tight regulatory deadlines
- Zero
- Known regulatory issues post-launch
Overview
The Role & Impact
Design lead working alongside commercial, compliance, product, and engineering stakeholders. Responsible for service design across the full journey — ensuring every interaction met both FCA requirements and John Lewis brand standards. By embedding compliance thinking into the design process from day one, we avoided the typical back-and-forth that stalls regulatory projects. Design and compliance moved in lockstep, not in sequence.