As the digital department in a bank the size of UBL, the one problem you always focus on is how to stop people going to branches, and bring them onto digital for all their needs. The largest reason people still go to branches is to deposit their cheques. I designed a digital cheque deposit feature for the UBL Digital app, so that people could deposit their cheques from their app, without going to the branch.

In 2023, I owned UBL’s sign-up and login redesign in response to the State Bank of Pakistan’s fraud prevention requirements. The app saw 36 fraud cases a day, costing customers about four million rupees daily. I studied how fraudsters moved through our journeys and redesigned sign-up, login and password recovery.

The solution combined biometric checks on new devices, phone-approved internet banking and a two-hour wait after major account changes, with fallback routes at branches and the contact centre. 95% of more than two million users switched without trouble. Daily app fraud fell to zero by March 2024.

Ever since the COVID-19 pandemic, remote work has become increasingly popular. In 2024, remote workers are expected to constitute 36% of all employees globally. A vast majority of companies now offer hybrid or remote working options. This has led to the popularity of task management platforms such as JIRA by Atlassian, Asana, and Slack which allow teams to collaborate on tasks digitally from anywhere in the world. However, most of these apps work better for web and feel extremely cluttered and difficult to use on the phone.