Breaking Down Walls to Work Better Together
LendInvest is a leading UK platform specialising in property finance, offering short-term, development, and buy-to-let mortgages. By leveraging technology to streamline processes, LendInvest has facilitated over £3 billion in mortgages since its inception, making property finance more accessible and efficient. As part of its growth strategy, LendInvest sought regulation from the Financial Conduct Authority (FCA) to further enhance trust with investors and expand its market reach.
I led the design efforts in the investor squad, collaborating closely with Legal and Compliance to align product changes with FCA requirements. Our goal was to increase transparency in the loan lifecycle and optimise the onboarding process to meet regulatory standards.
Reset Dynamic
The product team often saw financial regulations as obstacles to user experience, creating friction and slowing down processes. This tension led to conflict during discussions with the Legal and Compliance teams, despite friendly cordial on a personal level.
I helped reset this dynamic by reframing how the product team viewed regulations, showing them that these rules exist to protect consumers and build trust. By shifting the mindset from seeing regulations as blockers to viewing them as positive safeguards, we turned compliance into a collaboration rather than a hurdle. This new perspective allowed us to work together more effectively, building a user-centric product that met regulatory standards without compromising on experience.
Whiteboard Social
LendInvest had a clear cultural divide between the business side (capital markets, customer service, legal, compliance) and the tech side (product, engineering, design). These two groups rarely interacted, and the open office layout reinforced the separation.
To address this divide, I organised workshops with key stakeholders, including compliance, capital markets, and legal teams. These sessions weren’t just about problem-solving; they were about building relationships.
The whiteboard became our shared canvas, where everyone could contribute, no design tools or specialised skills required. It encouraged open collaboration and participation from all team members, regardless of their role.
Prototypes over Documents
Instead of starting with lengthy documents like product specs or legal guidelines, we began with prototyping to make collaboration more tangible and efficient from the outset. Early prototyping allowed us to align quickly across teams, ensuring we could address potential gaps and misunderstandings before they became larger roadblocks.
This approach not only accelerated decision-making but also fostered a sense of shared ownership, as stakeholders could engage directly with the evolving product. By the time we transitioned to writing detailed user stories, many challenges had already been resolved through practical, real-time feedback.
Huddle Room
Collaboration extended beyond structured meetings. I printed key screens and displayed them on the walls of our huddle room, located in a high-traffic area with no doors or chairs. Stopping by after grabbing a coffee didn’t feel like a task, and giving feedback was casual and informal.
People from all departments would glance at the designs, sparking conversations and providing continuous feedback. These unplanned exchanges created an organic flow of ideas that wouldn't have emerged from more formal design reviews or virtual spaces like Miro or Figjam.
I miss that dynamic in the post-pandemic world, where spontaneous, in-person collaboration has become less frequent.
Outcome
LendInvest successfully secured FCA approval, strengthening its brand credibility and increasing investor trust. This regulatory milestone played a significant role in boosting investor confidence, which contributed to higher conversion rates. The company’s growth ultimately culminated in LendInvest’s IPO in 2021.
